We are seeking a dedicated Customer Experience Executive to ensure a smooth and efficient resolution process for customer inquiries, with a strong focus on managing our ticketing system . The ideal candidate will have a passion for customer service, experience in ticket management, and the ability to improve processes for faster resolution times. Key Responsibilities Customer Support & Ticket Management Serve as the first point of contact for customer inquiries via ticketing system, chat (WhatsApp), email, or social media. Accurately categorize, and prioritize customer requests or issues in the ticketing system to ensure timely resolution. Monitor open tickets and follow up proactively to ensure service level agreements (SLAs) are met. Collaborate with relevant departments to resolve tickets effectively and escalate when necessary. Collect, analyze, and report on ticket trends to identify recurring issues and improvement opportunities. Maintain accurate customer records and communication history in the CRM and ticketing platform. Provide exceptional customer service to address inquiries, concerns, and requests promptly. Support customer engagement initiatives, surveys, and loyalty programs. Qualifications Diploma or Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Proven experience in customer experience, customer service, or helpdesk/ticketing system management. (Fresh graduates are welcome to apply.) Strong analytical skills with experience in generating ticket reports and performance metrics. Excellent communication skills in English; Mandarin is an added advantage. Proficiency in using ticketing and CRM software. Ability to work collaboratively across departments and advocate for customer needs. Show more Show less