L&D Executive

About the role

We are looking for an L&D Executive to manage customer enquiries and feedback for a leading international restaurant group. The role focuses on enhancing service quality, supporting retention initiatives, and ensuring a seamless experience for VVIP and regular guests.

Key responsibilities

• Respond promptly and professionally to customer enquiries received via corporate email.
• Analyse customer feedback and develop actionable improvement plans.
• Manage the customer feedback system and communicate updates to relevant operational teams.
• Maintain and update the VVIP customer database for targeted marketing and retention.
• Operate the company’s customer hotline, providing timely assistance and issue resolution.
• Compile and tabulate complaint, compliment, and e‑platform scores for data‑driven analysis.
• Document all customer interactions accurately for record‑keeping and follow‑up.
• Collect past customer cases to develop training materials for staff development.
• Liaise with operations to follow up on feedback and ensure issue resolution.
• Conduct internal audits of customer service processes to identify improvement areas.

Required profile

• Excellent written and verbal communication skills.
• Strong analytical mindset with the ability to turn feedback into actionable plans.
• Detail‑oriented and capable of maintaining accurate records.
• Proactive attitude and ability to work collaboratively with operations and service teams.
• Experience in handling VVIP or high‑value customer relationships is a plus.

Required skills

What we offer

• Opportunity to work with a global restaurant brand.
• Dynamic environment focused on customer excellence.