Customer Service Executive - Anson Road, Singapore - Flintex Consulting Pte Ltd

Flintex Consulting Pte Ltd

Verified Company

Anson Road, Singapore

2 weeks ago

Posted by:

Wei Jie

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Description

This is a pivotal role that requires a versatile person with professional communication skills to handle and resolve issues.

Key Responsibilities:

Oversee and manage the Guest Experience Index (GEI) to measure customers' sentiments of the brand and develop strategies to drive a high standard of customer satisfaction.
Work collaboratively with various internal stakeholders to ensure customers' experiences align with the companys brand and mission.
Manage and optimize the Customer Relationship Management (CRM) system to ensure seamless integration across the company and accurate data capture throughout the customer lifecycle.
Analyse customer feedback from all consumer touchpoints, identifying trends, areas for improvement, and opportunities to increase customer loyalty.
Investigate and resolve customer complaints, ensuring solutions align with brand values and improve customer satisfaction.
Collaborate with internal stakeholder teams to address and prevent recurrent issues.
Prepare and present weekly and monthly customer service reports on feedback, GEI and NPS scoring, service recovery, and actionable recommendations.
Undertake additional Marketing administrative duties as required, including sourcing quotations, preparation of minutes, reports, and upkeep marketing assets inventory.
Manage the CEOs schedule, including organizing appointments, meetings, travel arrangements, and expense claims.

Requirements:

Demonstrable experience in customer service, ideally within the hospitality or F&B service sector.
Exceptional written and verbal communication and interpersonal skills.
Proven ability in problemsolving, maintaining a customerfocused approach and exceeding customers' expectations.
Able to manage stressful situations with poise and professionalism.
Proficiency in PowerPoint and Excel

Customer Service Executive