- Manage customer feedback across its full lifecycle, ensuring timely responses, accurate tracking, and appropriate escalation. Serve as a key contact for complex or sensitive cases, working closely with relevant teams to drive coordinated resolutions and review customer communications for professionalism and brand consistency.
- Manage the Voice of Customer ecosystem, ensuring data accuracy, monitoring customer satisfaction metrics, and translating insights into performance improvement actions with relevant teams.
- Coordinate and manage customer board meetings with key stakeholders, preparing materials, tracking KPI performance and action plans, ensuring visibility and follow through.
- Support and enhance customer experience standards across all touchpoints, from showroom interactions to service journeys, by conducting quality checks, identifying improvement opportunities, and partnering with frontline teams to deliver a consistently premium experience.
- Represent the organisation in customer care governance, ensuring alignment with regional standards, and acting as a key liaison on customer‑related matters.
- Support operational aspects of Customer Experience and Customer Relations, including invoice coordination and the smooth execution of customer experience programmes.
Who We're Looking For
- Minimum Diploma or Degree in Business Administration, Communications, Service Management, Hospitality Management, Marketing, or related fields.
- Minimum 4 years of relevant experience in Customer Experience (CX), Customer Relations (CR), complaints management, service quality, or customer management, preferably in a service-driven environment.
- Comfortable working with multiple stakeholders and managing sensitive or escalated customer cases.
- Prior experience in a luxury or premium‑brand environment will be advantageous.
Interested candidates please send in your resume to:
Topaz Liang Huimin (CEI No. R1104500), email to: [Confidential Information]
EA License No:99C4599
