Customer Experience Executive (Project Management & Operations)

Responsibilities:

• To drive the planning and implementation of Customer Experience projects and related tasks, including developments and enhancement and integration with MCST objectives.
• Coordinate with project stakeholders, including clients, vendors, and team members, to ensure clear, consistent communication to meet project milestones.
• Manage project timeline and budgets, ensuring cost-effective use of resources.
• Conduct research, compile data, and prepare reports and presentations as needed.
• Support and supervise a team of customer service officers, including Customer Service operations during major campaigns. Support administrative requirements under the Customer Experience team.
• Support Loyalty Team on Suntec+ app-related issues.
• Conduct internal control checks on suspected fraudulent activities on Suntec+ loyalty program.
• Conduct a monthly random receipt audit to ensure the receipt processing team's adherence to SOP for Suntec+ points accreditation.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution within service level standards.
• Prepare and submit monthly reports to senior management.

Job Requirement:

• Diploma/Degree in the fields relevant to customer experience, hospitality, digital or marketing communication
• At least 3 years of experience in Customer Service, Hospitality or Project Management field
• Possess the ability to translate strategic plans into action
• Able to work in a fast-paced environment and with a passion for service
• Meticulous with an eye for detail
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) is required
• Positive attitude, pleasant personality, and a team player