Duties and responsibilities:

As a Customer Experience Executive, you will play a key role in providing exceptional service and ensuring a positive living experience for our tenants. You will be responsible for understanding and addressing the unique needs of co-living tenants, managing their concerns, and enhancing their overall satisfaction. This role involves a combination of customer service, operations, and relationship-building.

Key Responsibilities:

1) Customer Engagement:

• Proactively engage with customers to understand their needs, preferences, and feedback.
• Foster and maintain positive relationships with customers through regular communication and personalized interactions.
• Identify opportunities to enhance the customer experience and implement solutions.

2) Customer Support:

• Serve as the primary point of contact for customer inquiries, providing timely and effective responses.
• Assist customers in resolving issues, answering questions, and providing guidance on our products or services.
• Collaborate with other departments to ensure customer concerns are addressed promptly.

3) Complaint Resolution:

• Investigate and resolve customer complaints or issues, ensuring a fair and satisfactory resolution.
• Document customer interactions and feedback for analysis and continuous improvement.

4) Product Knowledge:

• Develop an in-depth understanding of our products or services to provide accurate information and recommendations to customers.
• Stay up-to-date on product updates and changes.

5) Customer Feedback:

• Solicit and collect customer feedback and reviews.
• Analyze feedback to identify trends and areas for improvement, and communicate insights to the relevant teams.

6) Customer Satisfaction:

• Monitor and report on key customer satisfaction metrics.
• Develop and implement strategies to improve overall customer satisfaction and loyalty.

7) Communication:

• Maintain open and transparent communication with customers via various channels, including phone, email, chat, and social media.
• Create informative and engaging content to keep customers informed and engaged.

8) Training and Support:

• Provide training and support to customers on using our products or services.
• Develop and maintain customer resources, including guides, FAQs, and tutorials.

Qualifications and Skills:

• Fresh graduates or experienced applicants in Customer Services are welcome to apply
• Strong interpersonal and communication skills.
• Proficiency in Microsoft Office and other relevant software.
• Customer Expectations Management and Active Listening Skills
• Ability to handle queries and objections in a professional manner
• Emotional intelligence and ability to stay calm when customers are stressed or annoyed
• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations
• Must be able to speak, read and write the required language to support
• Proficiency in multitasking and navigating multiple chat conversations simultaneously.