Executive, Customer Engagement

Position Title

Executive, Customer Engagement

Report To

Assistant Manager, Facilities Management & Customer Engagement

Position Summary

The Customer Engagement Executive is responsible for welcoming clients, booking Customer Care Packages (hotels, transport, air tickets), and arranging instructor travel. The role includes collaborating with the Training Coordinator and Facilities Management team to ensure smooth operations. The executive also serves as an ambassador for the Academy, promoting the Heritage Trail and ensuring an excellent client experience.

Key Accountability

• The Customer Engagement Executive will be stationed at the front desk, welcoming clients and serving as the face of the organization.
  • Responsible for booking Customer Care Packages, including making arrangements for hotels, transportation, and air tickets for clients and instructors.
  • The role involves coordinating travel logistics for instructors who need to travel to external locations or other bases, ensuring seamless travel and accommodation arrangements.
  • Collaborate closely with the Training Coordinator to align travel and accommodation plans with training schedules and events.
  • Additionally, the executive will work with the Facilities Management team to ensure that all visitor and training facilities are well-prepared and meet the needs of both clients and instructors.
  • The executive will act as an ambassador for the Academy, specifically promoting the Heritage Trail, providing clients with detailed and knowledgeable information about the History of MAG.
  • Maintain up-to-date knowledge of company services, the Heritage Trail, and local attractions to ensure accurate and informative interactions with clients.
  • Serve as the main point of contact for clients and visitors, providing a welcoming and professional environment at the front desk.
  • Collaborate with internal teams, including the Training Coordinator and Facilities Management, to ensure the smooth execution of all travel, accommodation, and facility-related plans.
  • Keep accurate records of bookings, client preferences, instructor travel arrangements, and facility usage to maintain operational efficiency.
  • Regularly report on customer engagement activities, including feedback on travel, accommodation, and facility arrangements, as well as visitor experiences at the Academy.
  • Other duties assigned by superior.

Qualification & Working Experience

• A bachelor's degree in Business Administration, Hospitality
• At least 1-2 years' experience as a customer experience specialist, or a similar customer support role.

Area of Experience

• Extensive experience in gathering and interpreting customer experience information is a bonus.
• Solid knowledge of online customer engagement platforms and channels is an advantage.

Personality Traits

• Empathy and listening skills.