Customer Experience Executive

1 week ago

Kampar, 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**:

- Fresh graduates or experienced applicants in Customer Services are welcome to apply
- Strong interpersonal and communication skills.
- Proficiency in Microsoft Office and other relevant software.
- Customer Expectations Management and Active Listening Skills
- Ability to handle queries and objections in a professional manner
- Emotional intelligence and ability to stay calm when customers are stressed or annoyed
- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations
- Must be able to speak, read and write the required language to support
- Proficiency in multitasking and navigating multiple chat conversations simultaneously.

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