Customer Service Executive

### Role Overview As a MORROW Experience Executive, you will be the first point of contact for our members and guests, playing a critical role in shaping their journey with us. You will manage daily queries, provide exceptional service recovery, and ensure every interaction reflects our brand values of care, wellness, and excellence. This role goes beyond standard customer service — you will act as a brand ambassador, guiding members through our service offerings, resolving feedback promptly, and creating meaningful experiences that foster loyalty and retention. ### Key Responsibilities - Handle customer feedback, complaints, compliments, and inquiries with professionalism and empathy. - Provide accurate information on all service offerings (wellness, recovery, nutrition, and lifestyle facilities) to members and guests. - Manage and maintain merchandise inventory: monitor stock levels, ensure timely replenishment, oversee visual-merchandising standards and presentation of retail displays to uphold our brand experience. - Support the daily operations of the membership desk, including rostering coverage, queue management, and appointment scheduling. - Log, escalate, and follow up on service issues in line with SOPs, ensuring timely resolution and service recovery. - Maintain up-to-date knowledge of promotions, membership packages, and new service launches. - Collect and relay member feedback to the Manager for continuous improvement initiatives. - Assist in the execution of member engagement activities, workshops, or events. - Ensure data accuracy when updating member records in the CRM system. - Uphold confidentiality, service consistency, and compliance with organisational standards. ### Requirements - Diploma/Certificate in Hospitality, Business, Customer Service, or related field. - Minimum 1–3 years of experience in customer-facing roles, preferably in hospitality, healthcare, fitness, spa, or wellness environments. - Strong communication and interpersonal skills, with a natural customer-first mindset. - Ability to remain calm under pressure and resolve conflicts with professionalism. - Tech-savvy with experience using CRM or booking systems. - Team player who is adaptable, proactive, and comfortable working in a startup environment. - Bonus: Prior experience in wellness-focused settings such as gyms, spas, recovery facilities, or health & lifestyle clubs.