Customer Experience (CX) roles (2011–2018)

Designvent
5 min readSep 13, 2023

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My experiences in Customer Experience roles have been transformative and rewarding. These roles have allowed me to develop a deep understanding of customer needs, nurture strong interpersonal skills, and master the art of empathetic communication. I’ve learned that exceptional customer service is not just about resolving issues but also creating memorable, positive interactions that build trust and loyalty. These experiences have shaped me into a customer-centric professional who is passionate about exceeding expectations and delivering outstanding experiences that leave a lasting impact.

The Learning Lab

Client Services Associate, (2012) (2018)

In 2017, I was accepted into the Industrial Design course at the National University of Singapore. I took on a customer service role, drawing from past experience in 2012, where my design skills proved transferable and my enjoyment of working with people was evident. In 2018, at The Learning Lab Singapore, I excelled in managing client inquiries across multiple centers, highlighting my strong abilities in customer empathy and communication.

Handling front desk enquiries through a CRM system, I catered to a diverse clientele, honing my skills in critical thinking and problem-solving to provide tailored solutions. Moreover, I handled a large number of phone and email inquiries at the call center with precision, adhering to SOPs.

With administrative responsibilities covering over a thousand students and teachers, I ensured the seamless coordination of lessons for a wide age range, nurturing my attention to detail and organizational abilities.

My background as a designer instilled in me a human-centered approach, enabling me to empathize with clients’ needs and pain points. Although I embarked on a new journey at National University of Singapore’s Industrial Design programme shortly, I’m excited to bring these skills and experiences to my future endeavours, leveraging my passion for design and innovation to make a meaningful impact.

The Learning Lab is a distinguished chain of education centres that traces its roots back to the vibrant city-state of Singapore. Renowned for its commitment to academic excellence and innovative teaching methodologies, The Learning Lab has earned a stellar reputation in the field of education. With a strong emphasis on nurturing young minds and fostering a love for learning, this institution has become a beacon of educational achievement in the region. Its dedicated team of educators and comprehensive curriculum offer students a holistic and enriching learning experience, helping them unlock their full potential. The Learning Lab’s unwavering dedication to quality education has not only benefited countless students but has also contributed significantly to the educational landscape of Singapore and beyond.

More about them:
https://www.thelearninglab.com.sg

MUJI Singapore

Retail Assistant (2015–2016)

During my tenure at MUJI, I embraced a multifaceted role that allowed me to showcase my heightened design aesthetics and a growing understanding of supply chain dynamics in the retail sector.

My responsibilities spanned replenishing stocks on the ground floor with meticulous attention to detail, ensuring that the boutique maintained its minimalist and visually appealing design principles.

Rotating through different sections, including furniture, home goods, stationery, and apparel, I managed customer inquiries with a deep understanding of product offerings.

Handling cashiering duties during timed intervals honed my customer service skills and precision in financial transactions. Additionally, I actively liaised with other outlets to fulfill customer requests, gaining valuable insights into the retail supply chain.

My enriching experience at MUJI ignited a profound curiosity within me, motivating my decision to pursue the Industrial Design Bachelor’s Programme at the National University of Singapore in 2018.

Working in the dynamic environment of MUJI, where I was immersed in the world of design, retail, and supply chain, I realized the immense potential of design to impact people’s lives. This experience deepened my passion for creating products and experiences that are not only aesthetically pleasing but also functionally and emotionally resonant.

It became evident that to excel in this field and contribute meaningfully to the world of design, I needed a solid academic foundation and the opportunity to explore design principles and innovation on a broader scale. Hence, my journey with MUJI has been a catalyst, propelling me toward the academic excellence and creative exploration offered by NUS’s renowned Industrial Design programme.

MUJI’s store in Paragon
An embodiment of simplicity and minimalism in design of their products
First Cafe&Meal MUJI that debuted in Singapore during that time

MUJI, the renowned Japanese brand, is a true embodiment of simplicity and minimalism in design. Originating from Japan, MUJI has earned a global reputation for its commitment to functional, unadorned products that emphasize utility and sustainability. With a wide range of offerings spanning clothing, household items, and stationery, MUJI’s aesthetic is characterized by clean lines, neutral colors, and an emphasis on the natural and organic. Beyond its products, MUJI embodies a philosophy that less is more, fostering a sense of calm and order in our everyday lives. This unique approach has resonated with consumers worldwide, making MUJI a beloved brand that stands for simplicity, quality, and thoughtful design.

More about them:
https://www.muji.com/sg/

Sunnyhills Singapore

Boutique Assistant, (2012 to 2013)

As a Boutique Assistant at SunnyHills Singapore’s iconic Raffles Hotel location, the role was a dynamic blend of hospitality and retail finesse. It involved crafting a pleasant guest experiences through the preparation of product samples, featuring a selection that ranged from fragrant teas to the renowned pineapple cakes.

Beyond the product tastings, responsibilities also included efficient cashiering and meticulous stock-taking to ensure the boutique’s seamless operation. A large part of the role involved storytelling, sharing the rich brand narrative and imparting in-depth knowledge about the exquisite food products to both local patrons and curious tourists made this role truly fulfilling. It was a part-time opportunity while I was a university student, allowing for personal and professional growth.

Sunnyhills former location in Raffles Hotel
Their range of products available for sampling within the outlet in Singapore

Sunnyhills is a beloved brand that hails from the picturesque island of Taiwan. Renowned for its delectable pineapple cakes, Sunnyhills has captured the hearts of both locals and tourists alike with its dedication to quality and tradition. These delightful pastries are emblematic of Taiwan’s rich culinary heritage, combining the sweet tanginess of locally grown pineapples with a tender, buttery crust. Sunnyhills’ commitment to using only the finest ingredients and adhering to time-honored recipes ensures that each bite is a heavenly experience, making it a must-visit destination for those seeking a taste of Taiwan’s culinary excellence.

More about them:
https://www.sunnyhills.com.tw/product/en
https://www.sunnyhills.com.sg/

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A space to share my journey as a multidisciplinary designer.