Ebb & Flow Group is seeking a highly motivated, passionate and empathetic Customer Experience Executive, ready to connect with our customers, create engaging and captivating experiences and work with a dynamic team. The name of your game will be to champion our customers by shaping and moulding every touchpoint we have with our customers - whether physical or digital - across our brands and business units into interactions that delight. You’re both representative and coordinator, pulling from your people skills and practical knowledge to understand customers, read situations and problem solve.

Jobs at Ebb & Flow

Customer Experience Executive

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You'll work with...

Our Product & Customer Experience team works closely with all other departments to design our products and ensure they look, feel and are experienced perfectly by all our customers. The team is looking for highly customer-centric generalists who are tech-forward and have a passion for crafting memorable experiences in the F&B space.

Your work will involve...

As our Customer Experience Executive, you’ll...

  • Engage potential and existing customers, identifying needs and and promote positive brand reinforcement through direct exchanges

  • Identifying customer needs and taking proactive steps to maintain positive experiences

  • Build insightful profiles based on insights into different customer and client types

  • Collect and collate customer feedback on brands, product ranges and new releases to understand customer sentiment and product performance

  • Assist our Community Manager with customer enquiries, order or booking support and general communications across a variety of direct and social channels

  • Track and optimise offline and online experiences and services across channels and touchpoints

  • Collaborate with our Marketing team on brand and product releases and communication

  • Assess incoming B2B, chef and brand partnership opportunities on social and providing communications strategy recommendations on when/how to respond

  • Communicate all our brands in a positive, authentic way that will attract today’s consumers

  • Participate in diverse team collaborative meetings developing concepts and identifying ways to improve the growth of our brands, products and media content

To succeed in this role, you'll need...

To succeed in the role, you’ll need to...

  • Have at least 3 to 5 years of experience in a customer facing role, such as retail sales, customer service, community management or events management, ideally in the food & beverage and/or hospitality industry

  • Be attentive, patient and amiable as a frontline representative for our company and brands

  • Be an exceptional communicator and writer, with the ability and coolness of temperament to deal with difficult situations and potentially unhappy customers

  • Possess great analytical and data management skills in order to determine what information is valuable, how best to collect data and what implications they have on the way we do things

  • Have some experience in collaboration and relationship-building with external partners

  • Have exceptional management and organisational skills, able to manage multiple brands simultaneously

  • Be familiar and comfortable with digital platforms, CRM tools and environments

  • Be fluent in English (required) and Mandarin (advantageous, considering our clientele)

  • Be passionate about F&B and E-Commerce

  • Be comfortable working collaboratively in a dynamic team without prejudice or bias, as well as independently as problem solver without direct supervision

  • Be curious, open-minded, optimistic, motivated, responsible and excited by challenges

  • Be a Singapore citizen or permanent resident (PR)

Perks that come with the job include...

Perks that come with the job include...

  • A fun, energetic and fast-paced work environment

  • Lots of responsibility very early on – we don’t micromanage and want to hear your ideas!

  • A steep learning curve and a closely-knit team to help you grow

  • After-work drinks and team dinners (it’s F&B after all!)

  • Plenty of freebies and discounts at all our subsidiaries

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