Job Description

:As a Customer Experience Executive, you will be responsible for delivering exceptional after-sales customer service, resolving customer complaints, and providing a world class shopping experience to our customers. You will be the face of our company, and your goal will be to create a memorable and positive experience for every customer who reach out to the Service Excellence team for assistance.Responsibilities:

• Provide exceptional customer service by responding to enquiries, feedback, complaints or compliments via our generic email or Changi airport Group feedback portals, answering questions, and resolving customer\'s issues in a timely and professional manner.
• Develop a deep understanding of our after sales service processes, products and services to provide personalized recommendations and solutions to customers.
• Utilize active listening skills to understand customer needs and preferences, and respond accordingly.
• Collaborate with colleagues to achieve customer satisfaction targets.
• Participate in training and development programs to continuously improve customer service skills and product knowledge.
• Analyze customer feedback and provide insights to improve customer experience.
• Develop and maintain a loyal customer base through personalized interactions and excellent service.
• Update to Changi Airport Group QSM team for monthly QSM rewards submission for eligible employees
• Steering and manage Customer\'s experience both on line and off line.
• Provide support for end-to-end customer journey including on-site, on-line, social media experience and delivery etc
• Provide and upkeep service recovery protocol.
• Compile and analyse Customer Service related report for monthly reporting to Management.
• Any other ad-hoc assignment as assigned by the Superiors

• Diploma or Degree in relevant business related discipline
• Proven track records in relevant role and responsibilities
• 1 years\' experience in similar role preferred but not compulsory
• Strong written and oral English / Chinese communication skills to communicate with multi-departments, external stakeholders and Chinese speaking customers via email / wechat / whatsapp.
• Pleasant and calm personality is required to excel in this role
• Problem-solving skills and meticulous attention to detail
• Microsoft Office skills in Outlook, Excel, Word and Pwoerpoint.
• Good organisational and customer service skills
• Resourceful and maintains a positive attitude and focus on customer satisfaction in a fast-paced environment

• We offer attractive salary packages that commensurate with relevant work experience
• Annual Leave from 14 days to 18 days
• Medical Outpatient insurance coverage
• Group Hospitalization and Surgery insurance coverage
• Group Dental insurance coverage
• Performance bonuses subject to company\'s and individual\'s performances

Lotte Travel Retail Singapore