Executive, Customer Experience

2 weeks ago

Singapore Yuehwa Full time

Yue Hwa Chinese Products (Singapore) is a department store focused on authentic Chinese goods, with a 65-year history and located near Chinatown MRT station.

Role Description The organization is seeking a dynamic and customer-focused experienced Senior Customer Experience Executive to join the team in Singapore. This full-time, on-site role delivers exceptional customer service and enhances 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
  • 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.
  • Proficient in both written and spoken English and Chinese (knowledge of Chinese culture and language is an advantage).
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.
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