Sr Executive, Customer Experience

Job Objectives

As a Customer Experience Senior Executive, you will be responsible and be hands-on in liaising with all the branch managers in the organisation on their customers experience on branch services with regards to customer service, feedback, issues and complaints, interacting with customers across various platforms/channels (Facebook, Instagram, Google Review phone, email, etc), and coordinating with branch managers or person-in-charge in order to resolve issues and maintain better customer experience. To understand the company's products or services so as to provide accurate information and recommend solutions to customers.

To also keep an eye on the branch premises outlook, cleanliness and image in line with the organisation standard outlook and image. To liaise with the branch managers/Person-In-Charge on any matters that need attention on upkeep of the premises image.

Job Responsibilities

• Listen, response and resolve customers' queries, complaints, issues, and questions related to their experience on the branch customer services.
• Keep track of customers feedback, complaints etc on social media (FaceBook, Google Review, Instagram etc) and response accordingly.
• Ensuring that customers are satisfied with our branch services.
• Maintain a positive attitude and calmly respond to customer complaints.
• Collaborate closely with our Branch Managers/Person In Charge to ensure a seamless and efficient customer experience
• Maintaining thorough and accurate records of customer interactions, inquiries, and resolutions. This includes documenting customer communication and generating reports as needed for management review.
• Inspect, monitor and advise Branch Managers/Person-In-Charge of their premises outlook, image, maintenance to be in line with the Organisation premises standard outlook and image.
• Recommend improvement to customer service.
• Undertake other ad hoc assignments as required.
  

Job Requirements

• Diploma or Degree in Mass Comm/Marketing/Allied Health Sciences.
• At least 4-5 years experience in customer service, customer support, or a related role is required.
• Excellent communication skills to effectively interact with branch managers, customers and internal team members.
• Able to deal with difficult customers and resolve their complaints.
• Ability to collaborate effectively with cross-functional teams to achieve common goals and objectives related to customer satisfaction.
• Basic computer knowledge such as Google Sheet, Docs, Slides, Google Drive, etc