Customer Experience Executive

Established in 1959 in Hong Kong, Yue Hwa Chinese Products has a rich 65-year history and stands as Singapore's only major department store specializing in a wide array of Chinese goods. Conveniently located near Chinatown MRT station, the store combines modern techniques with its historic architectural charm, reflecting Yue Hwa's cultural and historical significance. In addition to offering authentic Chinese products, Yue Hwa hosts special events and activities during key festivals such as the Mid-Autumn Festival and Chinese New Year.
Role Description
We are seeking a dynamic and customer-focused experienced Customer Experience Executive to join our team in Singapore. This full-time, on-site position plays a pivotal role in delivering exceptional customer service and enhancing customer satisfaction. You will be the main point of contact for addressing feedback, resolving issues, and ensuring a seamless and positive customer experience. The role requires strong collaboration across departments to implement customer-centric strategies that build loyalty and engagement. Flexibility to work shifts, weekends, and public holidays is essential.
Key Responsibilities
Ensuring seamless interactions across all customer touchpoints.
Assist in the creation and continuous improvement of SOPs for the Customer Experience team, ensuring efficient processes that align with company objectives and enhance customer satisfaction.
Handle customer inquiries, feedback, and complaints via the various channels with professionalism and efficiency.
Work closely with various teams to develop and implement strategies that improve customer satisfaction and loyalty.
Monitor and analyze customer feedback to identify trends and recommend improvements.
Maintain accurate records of customer interactions and ensure timely follow-ups.
Oversee and manage customer orders, ensuring accuracy and timely fulfillment. Coordinate with relevant departments to resolve any order-related issues.
Assist in closing sales by providing product information, addressing customer concerns, and offering solutions during customer interactions via various channels (e.g., phone, email, social media).
Uphold Yue Hwa's reputation for delivering high-quality service that aligns with our brand values.
Experience & Skills
Conflict Resolution: Proven ability to manage challenging situations and resolve conflicts effectively.
Ability to multi-task, fast learner, proactive, reliable, and capable of working both independently and collaboratively as a team
Bilingual, with strong communication skills to effectively engage a diverse customer base.
Strong problem-solving and organizational skills with attention to detail.
Experience managing customer feedback and handling complaints professionally.
Proficient in both written and spoken English and Chinese (knowledge of Chinese culture and language is an advantage).
Qualifications
Minimum 4 to 5 years in a customer service or customer experience role, preferably in the hospitality, retail, or service industry.
Ability to thrive in a team-oriented environment.
Able to shifts, weekends, and public holidays.
Eligibility: Open to Singaporeans and Permanent Residents only.
Seniority level
Seniority level Mid-Senior level
Employment type
Employment type Full-time
Job function
Job function Business Development and Sales
Industries Retail
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