Customer Experience Executive

Summary

We are seeking a passionate and driven Customer Experience Executive to be the voice of our brand. You will manage daily interactions with customers across various channels, ensuring they receive exceptional service every step of the way. If you're someone who thrives in a fast-paced environment, enjoys solving problems, and loves building meaningful customer relationships—this role is for you.

Key Responsibilities

• Respond to customer enquiries via email, live chat, phone, WhatsApp, and social media.
• Provide accurate, timely, and complete information to customers.
• Maintain a positive and professional attitude in all interactions.
• Guide customers through the ordering process on our platforms.
• Go the extra mile to create memorable customer experiences.
• Resolve product or service issues and follow up to ensure resolution.
• Collaborate with internal teams (operations, production) to meet customer needs.
• Continuously improve service processes and contribute to team strategy.
• Identify upselling and cross-selling opportunities.
• Track and report customer feedback to support product and service improvement.

Requirements

• Excellent written and verbal communication in English.
• Proficiency in Mandarin (spoken, written, and reading) is a strong advantage.
• Previous experience in customer service, sales, or support roles.
• Strong interpersonal skills and a customer-first mindset.
• Able to multitask, prioritize, and manage time efficiently.
• Self-initiated, proactive, and thrives in a fast-moving environment.
• Calm, empathetic, and solution-focused in high-pressure situations.
• Detail-oriented and analytical.
• Team player with strong collaboration skills.
• Familiarity with CRM tools is a plus.
• Experience in e-commerce, retail, or consumer product support is preferred.