Customer Experience Specialist, China Market

The Singapore Office of CloserStill Media (CSM) is seeking a proactive and customer-focused professional to serve as the primary liaison for our Chinese customers following contract confirmation. In this role, you will coordinate customer needs across Marketing, Operations, and Finance teams, ensuring a seamless experience throughout their engagement with our events. This position requires excellent organisational skills, attention to detail and a strong commitment to customer satisfaction.

If you are passionate about delivering exceptional customer experiences and thrive in a dynamic environment, we would love to hear from you! This role offers a unique opportunity to be the bridge between our Chinese customers and internal teams, ensuring their event participation is seamless

THE ROLE:

• Act as the main point of contact for Chinese customers, post-confirmation of contract, coordinating their needs with Marketing, Operations and Finance teams.
• Guide customers through the registration process on Swapcard, TechWeek app primarily for exhibitors, key visitors, and Chinese VIPs.
• Assist customers with the use of WeChat for event-related communications; manage and operate the designated China WeChat account (separate from personal or other accounts).
• Support customers in completing application forms and requests for event-related services, including furniture, AV equipment, logistics, and other requirements.
• Collaborate closely with customers during their integration into the Ezone platform and other event digital tools.
• Build and improve cross-team relationships through improving processes, workflows, and alignment to ensure we have the best tools, offerings, educational resources to support our customers.
• Anticipate customer needs and proactively resolve issues to enhance customer satisfaction.
• Manage customer status communications internally to highlight successes and potential problems before they escalate.
• Facilitate interaction and workflow between project team members (Sales, Marketing, Operations, Finance) to ensure deliverables and metrics are delivered on time.
• Provide professional-level Mandarin communication (both written and spoken) to ensure clear, culturally appropriate, and efficient interactions.
• Maintain accurate records of customer interactions and requests to facilitate smooth internal coordination.
• Travel on-site to shows to ensure our exhibitors (the customers) are having a successful show and to be a resource to help solve any problems that arise.

ABOUT YOU:

• Fluency in Mandarin Chinese (professional written and spoken skills) and proficiency in English.
• Familiarity with WeChat as a business communication tool.
• Strong organisational skills with the ability to multitask and manage multiple customer requests efficiently.
• Excellent interpersonal and communication skills, with a customer-focused mindset.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with a problem-solving attitude.

DESIRED SKILLS:

• Previous experience in event coordination, customer services, or account management in a B2B environment.
• Understanding of the Chinese market and business culture.
• Experience supporting international events or exhibitions.