Executive, Customer Experience

4 weeks ago

Singapore Yue Hwa Chinese Products (Singapore) Full time

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 Senior 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
  • Ensure seamless interactions across all customer touchpoints.
  • Handle customer inquiries, feedback, and complaints with professionalism and efficiency.
  • Resolve customer issues and conflicts promptly, ensuring a positive resolution.
  • 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.
  • Uphold Yue Hwa's reputation for delivering high-quality service that aligns with our brand values.
Experience & Skills
  • Proficient in both written and spoken English and Chinese (knowledge of Chinese culture and language is an advantage).
  • Minimum 4 to 5 years in a customer service or customer experience role, preferably in the hospitality, retail, or service industry.
  • 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.
Qualifications
  • Diploma in Business Administration, Hospitality, or a related field.
  • Strong problem-solving and organizational skills with attention to detail.
  • Experience managing customer feedback and handling complaints professionally.
  • Ability to thrive in a team-oriented environment.
  • Able to shifts, weekends, and public holidays.
  • Eligibility: Open to Singaporeans and Permanent Residents only.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Business Development and Sales
  • Industry: Retail

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