AXTRA Happitat, Officer - Customer Experience (Chinese Skill) - CP Axtra Public Company Limited (Lotus's)

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

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.

Proficiency in the Chinese language is highly regarded and would be beneficial.

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

Proficiency in the Chinese language is highly regarded and would be beneficial.