Customer Experience Executive (AI-Enabled Customer Service)

We are looking for a Customer Experience Executive who is genuinely passionate about helping customers and excited to use AI to make service faster, smarter, and more personal.

This role is not just about replying to customers. You will help build and manage AI agents that support customer service workflows, improve response quality, reduce repeated manual work, and make sure customers receive clear, warm, and accurate help across channels.

What you will do

• Respond to customer enquiries with empathy, clarity, and ownership.

• Manage customer issues from first contact to resolution.

• Build, test, and improve AI agents for customer service workflows.

• Train AI agents using real customer questions, service standards, FAQs, and product knowledge.

• Monitor AI responses to ensure accuracy, tone, and customer empathy.

• Identify repeated customer pain points and suggest process improvements.

• Work with operations, retail, and product teams to close service gaps.

• Maintain high service standards while improving speed and consistency.

What we are looking for

• Diploma, degree, or strong project experience in a related field
• Strong passion for customer service and helping people.
• Clear written and spoken communication.
• Interest in AI tools, automation, and building better workflows.
• Comfortable learning how to create, manage, and improve AI agents.
• Patient, empathetic, and calm when handling customer problems.
• Detail-oriented and able to follow through until issues are resolved.
• Proactive mindset: you do not just answer questions, you improve the system behind the answers.

Good to have

• Experience in customer service, retail, ecommerce, hospitality, or operations.

• Experience using AI tools such as ChatGPT, customer support bots, workflow automation tools, or knowledge-base systems.

• Ability to turn messy customer feedback into clear service improvements.

Why this role matters

At Sunnystep, customer experience is part of the brand. We want someone who cares deeply about customers and can help us build an AI-enabled service system that scales without losing warmth, accuracy, or human judgment.