Job Description & Requirements
Role Overview
Yue Hwa Chinese Products is seeking a dynamic and customer-focused experienced Senior Customer Experience Executive to join our team in Singapore. This full-time, on-site position plays a pivotal role in delivering exceptional customer service and enhancing 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
- Primary point of contact with customers at every touch points.
- 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 & implement strategies that improve customer satisfaction & 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 2 to 3 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 & resolve conflicts effectively.
- Ability to multi-task, fast learner, proactive, reliable & capable of working both independently & 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 & language is an advantage).
Qualifications
- Applicants must be proficient in speaking & understanding Vietnamese.
- Eligibility: Open to Singaporeans & Permanent Residents & LTVP holders only.
- Diploma in Business Administration, Hospitality, or a related field.
- Strong problem-solving and organizational skills with attention to detail.
- Experience managing customer feedback & handling complaints professionally.
- Ability to thrive in a team-oriented environment.
- Able to shifts, weekends, and public holidays.
