Executive, Customer Experience

1 week ago

Singapore APM PROPERTY MANAGEMENT PTE. LTD. Full time

**Main Duties & Responsibilities**
- Assist Customer Service (CS) Manager on daily Customer Experience operation issues
- Manage and supervise independently day to day customer experience operations mainly focussing on Office Tower's reception counters
- Identify and review the efficiency of the department's current operational processes to meet customers' expectations
- propose effective solutions or ideas to improve customer experience delivery standards
- Responsible for fraud checks and internal control checks
- Liaise with vendors to ensure consistency in the service provided
- attend to tenants' and shopper's enquiries/ feedback via various platforms and channels
- Strategise and conduct open surveys and/ or mystery shopping programs
- Address and follow up on all enquiries and feedback in a timely manner
- Consolidate and compute reports within the stipulated time frame
- Build and maintain a culture of problem-solving, open communication, conflict resolution, and teamwork within the team
- Work closely with the marketing communications team on all promotional activities and events
- Attention to detail and responsible for maintaining the upkeep of all inventory and consolidations
- Manage all other ad-hoc tasks assigned

**Job Requirements**
- Be meticulous with an eye for detail
- Preferably 1-2 years' experience in a service-related executive role
- Strong in language and efficient in both written and verbal communications
- A strong team player with a positive attitude and driven to meet the targeted response time
- Strong adaptability and capability in multi-tasking
- Committed in improving the service standards of the customer service team
- Able to work in fast-paced environment and has a passion for service
- Capable to supervise and motivate a team

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