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- Proactively monitor and address customer grievances, issues and trends across various online platforms to develop strategies to drive a high standard of customer satisfaction.
- Work collaboratively with various internal stakeholders to ensure customers' experiences align with the company's 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. - Track and measure the impact and success of reputation management campaigns using relevant metrics and analytics tools.
- Develop and implement effective
CRM campaigns to promote a positive online reputation, including setup, deployment, delivery reporting, and performance analysis. - Monitor and analyse customer feedbacks, reviews and sentiments from all touchpoints to identify insights and actionable improvements to increase customer loyalty.
- Provide weekly reports on review trends, feedbacks, service recovery, and actionable recommendations.
- Offer prompt and accurate responses to customer inquiries via email, social media, and phone.
- 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.
- Oversee the timely production and distribution of marketing materials.
- Manage the CEO's schedule, including organizing appointments, meetings, travel arrangements, and expense claims.
- Prepare materials for meetings, ensuring the CEO is well-prepared.
- Handle confidential information with the utmost discretion and professionalism.
- Undertake marketing administrative duties as required, including sourcing quotations, preparation of minutes, reports and upkeep marketing assets inventory.
- Prepare and present monthly customer service reports on feedbacks, GEI and NPS scoring.
- Demonstrable experience in guest relations and online reputation management, ideally within the hospitality or service sector.
- Knowledge and prior experience with online reputation management tools.
- Exceptional written and verbal communication and interpersonal skills.
- Proven ability in problem-solving, maintaining a customer-centric approach and exceeding customers' expectations.
- Able to manage stressful situations with poise and professionalism.
- Proficiency in PowerPoint and Excel.
Guest Experience Executive - Singapore - JOB EXPRESS SERVICES PTE. LTD.
Description
Roles & ResponsibilitiesJob Title:
Guest Experience Executive / Assistant Manager (ID8165)
Location:
Clarke Quay, Singapore
Working Hour:
Monday – Friday 9am – 6pm
Salary:
$2800 - $4000
Job Description:
Requirement:
CRM
Customer Relationship
Verbal Communication
Travel Arrangements
Customer Relationship Management
CRM
Customer Loyalty
Relationship Management
Service Recovery
Guest Relations
Reputation Management
PowerPoint
Online Reputation Management
Customer Satisfaction
Sourcing
Hospitality