Guest Experience Executive/Assistant Manager - Singapore - HARRY'S INTERNATIONAL PTE. LTD.

Description

Roles & Responsibilities

Ready to make customer service more than just a job? As a Guest Experience champion, you are not just handling inquiries, scrutinising feedbacks and reviews; you are creating smiles and unforgettable experiences. This is a pivotal role that requires a versatile person who is adept at communication skills and combining your knack for solving puzzles (a.k.a. customer problems) with your superhero-like empathy to champion a positive customer experience at every touchpoint.

Key Responsibilities:

• 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.

Requirements:

• 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.

Tell employers what skills you have

CRM
Customer Relationship
Verbal Communication
Empathy
Customer Experience
Travel Arrangements
Customer Relationship Management CRM
Interpersonal Skills
Customer Loyalty
Inventory
Exceptional Customer Service
Relationship Management
Service Recovery
Guest Relations
Customerfocused
Customer Satisfaction
Customer Service
Sourcing
Hospitality