Customer Experience Specialist, China Market

The Singapore Office of CloserStill Media (CSM) is seeking a proactive and customer-focused professional to serve as the primary liaison for our Chinese customers following contract confirmation. In this role, you will coordinate customer needs across Marketing, Operations, and Finance teams, ensuring a seamless experience throughout their engagement with our events. This position requires excellent organisational skills, attention to detail and a strong commitment to customer satisfaction. If you are passionate about delivering exceptional customer experiences and thrive in a dynamic environment, we would love to hear from you! This role offers a unique opportunity to be the bridge between our Chinese customers and internal teams, ensuring their event participation is seamless THE ROLE: Act as the main point of contact for Chinese customers, post-confirmation of contract, coordinating their needs with Marketing, Operations and Finance teams. Guide customers through the registration process on Swapcard, TechWeek app primarily for exhibitors, key visitors, and Chinese VIPs. Assist customers with the use of WeChat for event-related communications; manage and operate the designated China WeChat account (separate from personal or other accounts). Support customers in completing application forms and requests for event-related services, including furniture, AV equipment, logistics, and other requirements. Collaborate closely with customers during their integration into the Ezone platform and other event digital tools. Build and improve cross-team relationships through improving processes, workflows, and alignment to ensure we have the best tools, offerings, educational resources to support our customers. Anticipate customer needs and proactively resolve issues to enhance customer satisfaction. Manage customer status communications internally to highlight successes and potential problems before they escalate. Facilitate interaction and workflow between project team members (Sales, Marketing, Operations, Finance) to ensure deliverables and metrics are delivered on time. Provide professional-level Mandarin communication (both written and spoken) to ensure clear, culturally appropriate, and efficient interactions. Maintain accurate records of customer interactions and requests to facilitate smooth internal coordination. Travel on-site to shows to ensure our exhibitors (the customers) are having a successful show and to be a resource to help solve any problems that arise. ABOUT YOU: Fluency in Mandarin Chinese (professional written and spoken skills) and proficiency in English. Familiarity with WeChat as a business communication tool. Strong organisational skills with the ability to multitask and manage multiple customer requests efficiently. Excellent interpersonal and communication skills, with a customer-focused mindset. Ability to work collaboratively with cross-functional teams. Detail-oriented with a problem-solving attitude. DESIRED SKILLS: Previous experience in event coordination, customer services, or account management in a B2B environment. Understanding of the Chinese market and business culture. Experience supporting international events or exhibitions.