Officer - Customer Experience (AXTRA Happitat)

Key Responsibility:

• Tracking customer experiences and communicate across online and offline channels, devices, and touchpoints.

• Guiding customer by providing directions, information about stores, facilities, services, and events within the shopping mall.

• Proactively engage with customer and addressing customer inquiries, complaints, and concerns regarding the mall's facilities, services, or specific stores via various channels.

• Collaborating with all departments, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

• Provide customer service when complaints arise and help find the best solutions to make customer satisfied

• Escalating complex issues or unresolved complaints to higher levels of management for further resolution when necessary.

• Monitoring for any security concerns, coordinating with security personnel to ensure a safe and secure environment for customer.

• Monitoring and reporting maintenance issues, coordinating repairs, and ensuring that the mall's facilities and amenities are properly functioning.

• Providing feedback to improve services and facilities or processes based on recurring customer inquiries or issues.

• Be part of training sessions for outsource, existing touchpoint employees, or specific departments.

• Analyzing customer feedback on touchpoint, as well as preparing reports.

• Supportive of other working and tasks as assigned

Qualifications:

• At least 3 years' experience as a customer experience specialist, or a similar customer support role.

• Extensive experience in gathering and interpreting customer experience information.

• Solid knowledge of customer engagement platforms and channels.

• Exceptional interpersonal skills and a client-centered approach.

• Great organizational and time management abilities, Superb communication, collaboration, and problem-solving skills.

• Strong operational skills in day-to-day execution, familiarity for retail business quick serve environment; highly customer focused.

• Service-mind and excellent customer relationship management.

• Able to deal with challenging customers who have difficult requests.

• Ability to multitask and work in a very fast paced environment.

• Ability to initiative new services align by customer trend