Customer Experience Executive

We are looking for a highly driven Customer Experience Executive with a proven track record to lead and elevate the customer experience across all touchpoints. The ideal candidate will play a pivotal role in shaping a customer-first culture, ensuring service excellence, and driving business growth through superior service delivery and insight-driven improvements.

Job Responsibilities:

• Develop Service Excellence Standards
  • Establish and maintain exemplary service standards, including personal grooming and housekeeping, that serve as a competitive edge for our brand.
• Drive Consistent Service Delivery
  • Ensure all service staff uphold the defined standards, delivering smooth and consistent experience at every stage of the customer journey.
• Customer Engagement & Feedback Management
  • Engage with customers proactively to identify service gaps and recommend enhancements to improve their experience.
  • Handle and manage customer enquiries and feedback across multiple channels, including calls, emails, and WhatsApp.
• Experience Ownership Across Touchpoints
  • Oversee and ensure the cleanliness, professionalism, and welcoming ambiance of all customer-facing areas such as the reception and lounge.
  • Ensure every interaction leaves customers with a lasting, positive impression.
• Champion Customer-Centric Culture
  • Act as an internal ambassador and change agent to foster a customer-focused mindset across the organisation.
  • Promote a culture of total customer experience excellence among all service staff and inspire them to harness this as a driver of business success.
• Training & Development Collaboration
  • Collaborate with the Organisational Development team to design and implement training programmes that enhance customer experience across all touchpoints.
• Insights, Reporting & Analysis
  • Track and analyse customer feedback and complaints, Google reviews, and other customer data sources.
  • Conduct customer satisfaction surveys, mystery audits, and insights surveys.
  • Present findings and actionable insights to relevant stakeholders, identifying gaps and recommending solutions.

Requirements

• Degree in Business, Hospitality, Customer Service, or related field
• Minimum 3 years of proven experience in customer experience or service excellence roles, preferably in automotive, hospitality, or retail industries
• Proven track records to resolve customer feedbacks and complaints
• Proven track records to drive customer service to a new level
• Strong communication and interpersonal skills
• Excellent analytical skills with the ability to translate customer data into actionable insights
• Confident, proactive, and customer-obsessed mindset
• Experience in leading service audits, implementing SOPs, and training staff is an advantage
• Comfortable working across departments and engaging with both frontliners and management

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Send your resume to [email protected].