Customer Experience Officer

About the role

At Lunox Sleep And Spine, customers do not just ask questions. They come to us because they want better sleep, better comfort, and the right support for their body.

We are looking for a Customer Experience Officer who can make every customer feel seen, answered, and taken care of from the first message to the final delivery.

This is NOT a passive customer service role. You will be the person who keeps enquiries moving, showroom appointments organised, orders followed up, and customers updated with speed and clarity.

If you are responsive, organised, calm under pressure, and proud of giving customers a smooth experience, this role is for you.

What you will own

1. Fast and professional customer replies

• You will manage customer enquiries across WhatsApp, Facebook, Instagram, and phone calls.
• Your goal is simple: Customers should never feel ignored.
• We aim to reply to digital messages within 10 minutes during working hours and answer phone calls promptly.

2. No customer left behind

• You will make sure every enquiry, message, appointment request, and order update is properly handled before the day ends.
• No missed messages.
• No forgotten follow-ups.
• No overlooked orders.

3. Showroom appointment coordination

• You will manage the showroom appointment calendar for pillow fittings and assessments.
• You will help customers book the right slot, stay updated, and arrive prepared.

4. Smooth order and delivery communication

• You will be the main communication point for customer order updates and delivery arrangements.
• Your job is to keep customers informed without confusion, repeated questions, or messy communication.

5. Accurate records and clean admin

• You will maintain organised customer records, transaction details, order information, and appointment notes.
• Accuracy matters because one missed detail can create a poor customer experience.

Who we are looking for

You are a strong fit if you:

1. Can speak and write well in Mandarin and English
2. Are quick to respond and comfortable using WhatsApp, Facebook, Instagram, and phone calls
3. Are organised and do not let messages or orders slip through the cracks
4. Can stay calm when handling multiple enquiries at once
5. Care about customers and take pride in giving clear, helpful replies
6. Pay attention to details when recording customer and order information
7. Enjoy being the person who keeps everything moving smoothly

Language requirement

Fluent spoken and written Mandarin and English are required, as most of our customers communicate in these languages.

Why this role matters

For many customers, you will be their first impression of Lunox Sleep And Spine.

A fast reply can win trust.

A clear explanation can remove doubt.

A smooth follow up can turn a first time buyer into a loyal customer.

If you want a role where your responsiveness, communication, and organisation directly shape the customer experience, we would like to meet you!