Customer Experience Executive

Full Time, onsite
Livein
Kuala Lumpur, Malaysia

RM 2,500 - RM 4,500 / month

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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.

Duties and 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.

Qualifications and Skills:

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.

Benefits: