Job Brief
We are seeking a dedicated and experienced Customer Experience Manager to enhance the customer journey across all touchpoints. The ideal candidate will have a passion for customer service and a strong background in developing and implementing customer experience strategies.
Job Responsibilities
- Create and execute a comprehensive customer experience strategy aligned with company goals and values, ensuring a seamless and high-quality experience.
- Analyze and improve the end-to-end customer journey, identifying pain points and areas for enhancement.
- Collect, analyze, and act on customer feedback to drive continuous improvement.
- Provide exceptional customer service to address inquiries, concerns, and requests promptly and maintain a high level of responsiveness.
- Develop a deep understanding of our products and services, understand clients needs and preferences, and collaborate with the sales team to identify upselling and cross-selling opportunities.
- Train frontline team to deliver excellent service.
- Track KPIs like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Retention Rate.
Job Requirements
- Diploma or Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in customer experience, or related role.
- Strong analytical skills and experience with data analysis and reporting.
- Excellent communication skills in English, Mandarin is a plus.
- Ability to work collaboratively across departments and advocate for customer needs.
- Analytical skills for interpreting customer data
- Leadership and team management
Working Hour: Monday to Friday 9:30am to 5:30pm, Saturday 9:30am to 1:00pm
