Customer Experience Executive (On-Site)

Company Overview

LOTTE Duty Free, founded in 1980, leads the Korean duty-free industry and operates stores in Australia, Guam, Japan, South Korea, New Zealand, Vietnam, and Singapore Changi Airport with 18 stores across 4 terminals.

• Linkedin: https://www.linkedin.com/company/lotte-tr-singapore

Job Summary

As a Customer Experience Executive, you will deliver exceptional service, resolve complaints, and create memorable shopping experiences that enhance customer loyalty and satisfaction.

Responsibilities

• Respond promptly and professionally to customer enquiries, feedback, complaints, and compliments via email and Changi Airport Group feedback portals to resolve issues effectively
• Develop comprehensive product and service knowledge to offer personalized recommendations and tailored solutions to customers
• Apply active listening skills to accurately identify customer needs and preferences and respond appropriately
• Collaborate with internal teams and external stakeholders to meet and exceed customer satisfaction targets
• Participate in ongoing training programs to enhance customer service skills and product expertise
• Analyze customer feedback data to generate actionable insights for improving the overall customer experience
• Build and maintain customer loyalty through personalized interactions and consistent excellent service
• Manage and optimize the customer experience across online and offline ISC channels.
• Implement and maintain service recovery protocols to address and resolve service failures promptly
• Execute additional tasks and projects as assigned by supervisors to support customer experience goals
• This role is based in Changi Airport T3 Office

Required competencies and certifications

• Proven track record with at least 1 year of experience in a similar customer service or customer experience role
• Strong written and verbal English and Chinese communication skills to engage effectively with stakeholders, external partners and Chinese speaking customers
• Demonstrated problem-solving skills with meticulous attention to detail in a fast-paced environment
• Ability to communicate and coordinate effectively across multiple departments and external partners
• Diploma or Degree in a relevant business-related discipline

Preferred competencies and qualifications

• Excellent customer-service orientation with resourcefulness and a positive attitude focused on customer satisfaction
• Good organizational skills to manage multiple customer interactions and service processes efficiently

Benefits

• Competitive salary packages aligned with relevant work experience
• Annual leave entitlement from 14 to 18 days
• Medical outpatient insurance coverage
• Group hospitalization and surgery insurance coverage
• Group dental insurance coverage
• Staff discounts