Customer Service Executive

Job Description:
We are looking for a dedicated and customer-centric Customer Service Executive to join our team. In this role, you will be the frontline representative, ensuring excellent service and prompt resolution of customer feedback and inquiries.

Key Responsibilities:

• Respond to customer feedback and inquiries via email, social media, phone, and other channels in a professional and timely manner.

• Manage service recovery, including case escalation and corrective actions, by coordinating with various stakeholders.

• Ensure a high and consistent level of support quality across all departments.

• Collect, analyze, and report customer feedback insights to management for continuous improvement.

• Prepare and summarize monthly reports on customer feedback and service quality.

• Coordinate with Operations and Finance teams on order changes and refunds.

• Continuously improve service recovery processes, including training service teams on customer service best practices.

• Assist with CRM, festive product inquiries, and order/payment discrepancies as needed.

• Update vendors and outlets regarding changes in customer orders.

• Perform other ad-hoc duties as assigned.

Job Requirements:

• Diploma or equivalent with 2-3 years of relevant experience, preferably in the F&B or retail sector.

• Strong interpersonal and communication skills for engaging with internal and external stakeholders.

• Proactive and customer-focused approach to handling service feedback and recovery.

• Ability to multitask and adapt to challenges in a dynamic environment.

• Resourceful, problem-solving mindset with a passion for customer satisfaction.

• Positive attitude, team player, and self-motivated with a strong sense of responsibility.

• Detail-oriented with excellent organizational skills.

• Effective listener and communicator, able to handle conversations professionally.

• Eager to learn, independent, and able to work under pressure with minimal supervision.

If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, we would love to hear from you!

Apply now and be part of the Crystal Jade family.