Customer Experience Officer

About the role

The Customer Experience Officer will be the front‑line representative of Tulips n Lilies Confectionery, ensuring every client interaction – in‑store, online, or via social media – is handled with professionalism and enthusiasm. You will drive sales, manage enquiries, and create engaging digital content that showcases our bakery delights.

Key responsibilities

• Recommend products and close sales both in‑store and through online channels.
• Follow up on orders, resolve complaints, and ensure timely delivery.
• Upsell, promote new items, seasonal offers, and special packages.
• Manage and grow the company’s social media presence on Instagram, WhatsApp and other platforms.
• Create and post high‑quality photos, videos, stories, reels and other short‑form content.
• Respond promptly to customer enquiries via phone, email, in‑person and social media.
• Develop feedback surveys and provide insights for service improvement.
• Maintain accurate records of interactions, transactions and feedback.
• Coordinate with internal teams to resolve issues efficiently.
• Support team coordination, schedule meetings and draft professional correspondence.

Required profile

• Minimum 2 years experience in customer service, sales or hospitality.
• Excellent communication and interpersonal skills.
• Ability to handle complaints calmly and professionally.
• Creative mindset for content creation and customer appreciation initiatives.
• Strong attention to detail and organizational abilities.
• Team‑player with a proactive attitude.

Required skills