Process Improvement & Customer Experience Executive

We are looking for a hands-on, structured and growth-oriented Process Improvement & Customer Experience Executive to strengthen our operational workflows and help deliver a consistent customer journey from initial enquiry through to delivery and installation.

This is a balanced hybrid role combining process improvement with customer journey oversight. Both areas are core responsibilities.

We are progressively developing a more technology-enabled and automated customer journey. The successful hire will be actively involved in process refinement, operational documentation and the development of increasingly automated workflows. They will help move routine communications, status updates and administrative follow-ups into structured workflows, allowing greater focus on cases requiring judgement, coordination and problem-solving.

This role is suited to someone with a strong growth mindset who is willing to learn, take initiative and progressively assume broader responsibilities as their capabilities and the business develop.

Key Responsibilities

Process Improvement and Documentation

• Support the review and improvement of workflows across customer enquiries, order confirmation, production, delivery and installation.

• Identify recurring errors, delays, manual dependencies and handover gaps, and raise practical suggestions for improvement.

• Assist in standardising routine processes, communications and follow-up activities, including opportunities for greater automation.

• Draft and maintain SOPs, process maps, playbooks, templates, trackers and reporting tools with guidance from management.

• Help clarify workflow steps, responsibilities, controls and escalation points.

• Coordinate the testing and rollout of approved process and system improvements.

• Monitor operational issues and support reporting on findings, actions and progress.

• Take initiative to propose improvements and follow through on agreed actions.

Customer Experience and Journey Oversight

• Oversee the customer journey through established systems, workflows and automated communications.

• Monitor customer and order statuses, intervening where issues, delays or exceptions require human judgement.

• Ensure enquiries and customer requirements are correctly routed and communicated to the relevant parties.

• Review customer communications and workflow triggers for accuracy, timing and relevance.

• Coordinate the resolution of customer issues with internal teams and external vendors, escalating where approval is required.

• Use customer feedback and recurring service issues to suggest improvements to processes, documentation and automation.

Requirements

• Fluent in English and conversant in Mandarin to communicate with Mandarin-speaking customers and vendors.

• Proficient in Microsoft Excel, Word and other office productivity tools.

• Good written communication, organisation and attention to detail.

• Able to coordinate across customers, internal teams and external vendors.

• Comfortable managing multiple tasks, timelines and follow-ups.

• Able to recognise issues that can be resolved independently and those requiring escalation.

• Demonstrates initiative, adaptability and a strong willingness to learn new tools and processes.

Relevant Skills

• Some experience in operations, customer experience, project coordination, order fulfilment or process documentation.

• Able to identify workflow gaps and suggest practical improvements.

• Familiarity with SOPs, process maps, templates, trackers or playbooks.

• Able to translate working requirements into clear instructions and documents.

• Exposure to workflow automation, CRM systems or digital tracking tools would be advantageous.

What We Offer

• A role focused on oversight, problem-solving and improvement rather than repetitive customer administration.

• Opportunities to develop practical skills in workflow design, operating documentation, digital tools and automation.

• Meaningful involvement in improving how the business operates and serves its customers.

• Opportunities to take on broader responsibilities based on demonstrated capability and business needs.

• A supportive small-team environment where initiative, adaptability and continuous learning are valued.