1. POST DETAILS
Post: Customer Experience Executive
Contract Duration: Permanent, initial contract shall be for a period of 1 (one) year.
Department: Optical Services Department
Division: Sales & Marketing

2. REPORTING RELATIONSHIPS
The Customer Experience Executive will report to the Director, Finance & Governance and work closely with the Customer Experience Manager, Store Managers, Optometrists, Marketing Team, and Optical Operations Team.

3. OVERALL RESPONSIBILITIES
The Customer Experience Executive is responsible for enhancing customer-centric service delivery within EyeCare Optical by managing public relations, front-line engagement, stakeholder relationships, and day-to-day customer experience operations. The role ensures that service quality aligns with the company’s premium brand standards while strengthening customer satisfaction, loyalty, and brand reputation.

4. SCOPE OF WORK
Customer Experience & Relationship Management
• Act as the primary point of contact for VIP, corporate, and high-value customers.
• Welcome and receive customers in a professional and friendly manner.
• Handle and resolve escalated customer complaints with empathy and professionalism.
• Liaise with the Customer Experience Manager on CRM-related matters for optical services.
• Maintain high standards of service etiquette across the showroom.
• Collect and analyze customer feedback for continuous improvement.
Optical Operations & Service Coordination
• Guide customers through their optical journey and service flow.
• Coordinate with Optometrists, Opticians, and Store Managers to ensure smooth operations.
• Support front desk operations when required.
• Manage customer flow and waiting times effectively.
• Act as a liaison between operations and customers to resolve service gaps.
Brand & Public Relations
• Represent EyeCare Optical in public-facing interactions.
• Maintain professional appearance and communication aligned with brand values.
• Support in-store promotions, launches, and customer engagement events.
• Coordinate with Marketing to ensure consistent brand messaging.
• Ensure store ambience and customer touchpoints meet premium brand standards.

Stakeholder & Corporate Relations
• Build and maintain relationships with:
• Corporate clients
• Institutional partners
• Insurance partners
• Support corporate tie-ups and engagement initiatives.
• Assist management during visits by partners, regulators, and senior leadership.
Staff Support & Service Excellence
• Train and coach frontline staff on customer handling and PR etiquette.
• Monitor compliance with customer service SOPs.
• Support team members during peak hours.
• Promote a service-oriented culture within the showroom.
Reporting & Governance
• Maintain records of customer complaints, resolutions, and trends in collaboration with the Customer Experience Manager.
• Support the preparation of regular reports on customer satisfaction and PR-related matters in coordination with the Customer Experience Manager.
• Escalate reputational risks and critical service issues to management.
• Ensure compliance with company policies and regulatory requirements.

5. DESIRED SKILLS AND COMPETENCIES
• Fluency in written and spoken Dhivehi and English language.
• Proficiency in managing billing processes, handling payments, and ensuring accuracy in financial records.
• Excellent communication and interpersonal skills
• Ability to communicate effectively with patients, families, and healthcare professionals.
• Demonstrates kindness and understanding in dealing with patients’ needs and concerns.
• Ability to accurately follow care plans and provide detailed documentation of patient information.
• Capable of managing multiple patients and tasks efficiently.
• Works well in a team-oriented environment, cooperating with doctors, nurses, and other healthcare staff.
• Ability to think critically and address patient concerns or unexpected situations.
• Flexibility to adapt to a fast-paced healthcare environment with changing patient needs.
• Upholds patient privacy and maintains a high standard of ethical conduct.
• Understanding of basic healthcare procedures is a plus.

6. WE OFFER
• Competitive salary of MVR 14,000-16,500, based on qualifications and experience
• Attractive monthly incentive ranging from MVR 1,500 up to MVR 3,000, subject to KPI achievement
• Comprehensive health insurance coverage
• Overtime payment for extra hours worked, ensuring your effort is always rewarded
• 30 days paid Annual Leave
• Annual return ticket to your home island (for staff residing outside Malé’)
• Continuous professional development with access to online learning opportunities
• Supportive, growth-focused work environment with clear career progression
• A rewarding Annual bonus that reflects your commitment and impact

QUALIFICATIONS AND EXPERIENCE
• Diploma or Bachelor’s Degree in Business Administration, Public Relations, Hospitality, Customer Service, or related field
• Minimum 2–3 years’ experience in PR, hospitality, healthcare retail, or premium retail
• Experience in optical, healthcare, or luxury retail is an advantage
• Proven experience handling VIP or high-profile customers
• Willingness to work flexible hours, including weekends and holidays
• Minimum 2 years of work experience in the customer service field