Customer Experience Executive

Overview:

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:

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.

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.

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.

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.

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.

Customer Satisfaction:

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

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.

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.

• Bachelor's degree in hospitality, customer service, business, or related field (preferred).
• Able to speak in English.
• Strong interpersonal and communication skills.
• A customer-centric mindset with a passion for delivering exceptional experiences.
• Previous experience in customer service, hospitality, property management, or community management is a plus.
• Ability to work a flexible schedule, including evenings and weekends.
• Knowledge of co-living trends and the ability to adapt to the unique needs of co-living residents.
• Proficiency in Microsoft Office and other relevant software.

• Annual Leave, Medical Leave, Birthday Leave.
• EPF, SOCSO, EIS.
• Medical Insurance.
• Performance Bonus.
• Staff Discount.
• Competitive salary and benefits package.
• Young, supportive and diverse working environment.
• Opportunities for professional growth and development.
• Office refreshments.
• Mon to Fri, 5 working days/ week.
• Medical reimbursement.
• Cozy Co-working space.
• Accommodation discount.
• Monthly activities and events.
• Reachable by Public Transport.
• Other benefits.