Senior Customer Experience Specialist

Work location
: Queenstown
Working Hours
: 8.30AM - 6.15PM Job Description Manage customer feedback across its full lifecycle, ensuring timely responses, accurate tracking, and appropriate escalation. Serve as a key contact for complex or sensitive cases, working closely with relevant teams to drive coordinated resolutions and review customer communications for professionalism and brand consistency Manage the Voice of Customer ecosystem, ensuring data accuracy, monitoring customer satisfaction metrics, and translating insights into performance improvement actions with relevant teams Coordinate and manage customer board meetings with key stakeholders, preparing materials, tracking KPI performance and action plans, ensuring visibility and follow through Support and enhance customer experience standards across all touchpoints, from showroom interactions to service journeys, by conducting quality checks, identifying improvement opportunities ,and partnering with frontline teams to...