L&D Executive

Job Summary

Manage customer enquiries and feedback to enhance service quality and support customer retention initiatives for a leading international restaurant group.

Responsibilities

• Respond promptly and professionally to customer enquiries received via corporate email to ensure customer satisfaction
• Analyze customer feedback and develop actionable plans to improve service and operations
• Manage the customer feedback system and communicate updates to relevant operation and service departments
• Maintain and update the VVIP customer database to support targeted marketing and retention programs
• Operate and oversee the company’s customer hotline to provide timely assistance and resolve issues
• Compile and tabulate complaint, compliment, and E-Platform scores to facilitate data-driven analysis
• Document all customer interactions and correspondence accurately for record-keeping and follow-up
• Collect and organize past customer cases to develop training materials for staff development
• Liaise with the operations department to follow up on customer feedback and ensure resolution of issues
• Conduct internal audits of customer service processes to identify areas for improvement