Customer Excellence Executive

The Customer Excellence Executive is responsible for delivering an exceptional end-to-end customer experience. This role goes beyond customer service it’s about creating moments of delight. You’ll be the brand ambassador who listens, understands, and personalizes every interaction, ensuring that every client feels pampered, heard, and wowed by Flowrista.

Key Responsibilities:

• Handle all customer interactions across channels (WhatsApp, phone, email, social media, and Flowrista app) with empathy and premium tone of voice.

• Follow up on orders proactively to ensure smooth delivery and satisfaction.

• Resolve customer concerns swiftly, turning issues into positive experiences.

• Collaborate closely with operations, logistics, and marketing teams to maintain excellence at every touchpoint.

• Maintain detailed records of customer interactions and feedback.

• Identify opportunities for upselling, cross-selling, and surprise gestures to elevate the gifting experience.

• Monitor NPS (Net Promoter Score), customer satisfaction, and loyalty metrics.

• Suggest process improvements that enhance customer happiness and retention.

• Participate in developing new loyalty and “wow moment” initiatives.

Qualifications:

• Bachelor’s degree in Business, Marketing, or Communication.

• 2–4 years of experience in Customer Experience, Luxury Retail, or Hospitality.

• Excellent verbal and written communication English.

• Strong empathy, problem-solving skills, and emotional intelligence.

• Detail-oriented, organized, and proactive in follow-ups.

• Ability to handle multiple requests with grace and positivity.

• Familiarity with CRM tools (HubSpot, Zendesk, or similar) is a plus.

Soft Skills & Attitude:

• A genuine passion for delighting people.

• Calm under pressure with a “yes we can” mindset.

• Elegant, patient, and emotionally aware tone of voice.

• Team player who cares deeply about brand reputation and customer joy.

Main Criteria

2-4 years of experience in Customer Experience, Luxury Retail, or Hospitality, excellent communication skills, empathy, problem-solving skills, and emotional intelligence.