Senior Customer Experience Officer/ Customer Experience Officer
The Customer Experience Officer is the first point of contact for visitors and callers, delivering friendly and professional assistance while ensuring smooth communication and service flow. This role focuses on handling enquiries promptly, supporting membership and event processes, and maintaining accurate CRM records to enable data-driven insights that enhance member satisfaction and overall service quality.
Job Responsibilities
- Handle customer enquiries on the Institute's programmes and services promptly and professionally.
- Manage reception desk operations of the daily and hotline services to ensure smooth communication flow.
- Provide administrative support, including replies to emails and members’ feedback, membership and event enrolment, etc.
- Maintain accurate CRM data entries and generate reports to support service improvement and data-driven decision-making.
- Assist with ad-hoc tasks as assigned to support business needs.
Job Requirements
- Higher Diploma / Associate Degree or above.
- Minimum 2 years’ experience in customer service or front desk operations.
- Good listening and communication skills with a strong customer-oriented mindset.
- Ability to draft clear and professional written replies to customer enquiries and member feedback.
- Fast and accurate CRM data entries and report generation.
- Self-motivated, customer-oriented and eager to learn, mature with high work integrity.
- Responsible, well organised, able to prioritise tasks and work independently.
- Proficient in MS Office (Outlook, Word, Excel, Powerpoint) and Chinese word processing.
- Candidates with more experience may be considered as Senior Customer Experience Officer.
