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Customer Service Executive
3 weeks ago
This is a pivotal role that requires a versatile person with professional communication skills to handle and resolve issues.
Key Responsibilities:
- Oversee and manage the Guest Experience Index (GEI) to measure customers’ sentiments of the brand and develop strategies to drive a high standard of customer satisfaction.
- Work collaboratively with various internal stakeholders to ensure customers’ experiences align with the companys brand and mission.
- Manage and optimize the Customer Relationship Management (CRM) system to ensure seamless integration across the company and accurate data capture throughout the customer lifecycle.
- Analyse customer feedback from all consumer touchpoints, identifying trends, areas for improvement, and opportunities to increase customer loyalty.
- Investigate and resolve customer complaints, ensuring solutions align with brand values and improve customer satisfaction.
- Collaborate with internal stakeholder teams to address and prevent recurrent issues.
- Prepare and present weekly and monthly customer service reports on feedback, GEI and NPS scoring, service recovery, and actionable recommendations.
- Undertake additional Marketing administrative duties as required, including sourcing quotations, preparation of minutes, reports, and upkeep marketing assets inventory.
- Manage the CEOs schedule, including organizing appointments, meetings, travel arrangements, and expense claims.
**Requirements**:
- Demonstrable experience in customer service, ideally within the hospitality or F&B service sector.
- Exceptional written and verbal communication and interpersonal skills.
- Proven ability in problem-solving, maintaining a customer-focused approach and exceeding customers’ expectations.
- Able to manage stressful situations with poise and professionalism.
- Proficiency in PowerPoint and Excel
Customer Service Executive
