Customer Experience Executive

6 months ago

Kuala Lumpur, Malaysia LiveIn Sdn Bhd Full time

**Duties and responsibilities**:
As a Customer Experience Executive, you will play a key role in providing exceptional service and ensuring a positive living experience for our tenants. You will be responsible for understanding and addressing the unique needs of co-living tenants, managing their concerns, and enhancing their overall satisfaction. This role involves a combination of customer service, operations, and relationship-building.

**Key Responsibilities**:
**1. **Customer Engagement**:

- Proactively engage with customers to understand their needs, preferences, and feedback.
- Foster and maintain positive relationships with customers through regular communication and personalized interactions.
- Identify opportunities to enhance the customer experience and implement solutions.

**2. Customer Support**:

- Serve as the primary point of contact for customer inquiries, providing timely and effective responses.
- Assist customers in resolving issues, answering questions, and providing guidance on our products or services.
- Collaborate with other departments to ensure customer concerns are addressed promptly.

**3. Complaint Resolution**:

- Investigate and resolve customer complaints or issues, ensuring a fair and satisfactory resolution.
- Document customer interactions and feedback for analysis and continuous improvement.

**4. Product Knowledge**:

- Develop an in-depth understanding of our products or services to provide accurate information and recommendations to customers.
- Stay up-to-date on product updates and changes.

**5. Customer Feedback**:

- Solicit and collect customer feedback and reviews.
- Analyze feedback to identify trends and areas for improvement, and communicate insights to the relevant teams.

**6. Customer Satisfaction**:

- Monitor and report on key customer satisfaction metrics.
- Develop and implement strategies to improve overall customer satisfaction and loyalty.

**7. Communication**:

- Create informative and engaging content to keep customers informed and engaged.

**8. Training and Support**:

- Provide training and support to customers on using our products or services.
- Develop and maintain customer resources, including guides, FAQs, and tutorials.

**Qualifications and Skills**:

- Bachelor's degree in hospitality, customer service, business, or related field (preferred).
- Strong interpersonal and communication skills.
- A customer-centric mindset with a passion for delivering exceptional experiences.
- Previous experience in customer service, hospitality, property management, or community management is a plus.
- Ability to work a flexible schedule, including evenings and weekends.
- Knowledge of co-living trends and the ability to adapt to the unique needs of co-living residents.
- Proficiency in Microsoft Office and other relevant software.

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