BATERIKU (M)
CUSTOMER EXPERIENCE EXECUTIVE
Shah Alam
Job Details
Full Time
Shah Alam
Customer Experience
Bachelor’s Degree in Customer Service or a related field
About the role?
Handle customer inquiries via WhatsApp, email, hotline, and social media, and provide prompt updates on complaint status and countermeasures.
Key Responsibilities
- Handle outbound customer interactions via WhatsApp, email, hotline, and social media.
- Provide prompt updates on complaint statuses and countermeasures.
- Ensure professional and empathetic communication.
- Develope and execute customer satisfaction surveys.
- Conduct surveys and collect responses from customers.
- Engage with customers through feedback channels (calls, emails, online surveys).
- Conduct follow-up post-resolution to assess satisfaction.
- Gather customer feedback and escalate recurring issues to respective Departments.
- Analyze survey results and customer feedback to identify trends and issues.
- Present engagement findings and recommendations to management.
- Provide data-driven recommendations to improve customer experience.
- Work with the Complaints Management team to ensure working and implementable solutions.
- Work with Marketing and Sales to enhance customer engagement initiatives.
- Prepare reports and insights for the Head of CX and senior management.
- Liaise with internal teams (operations, sales, technical, warranty, etc) to resolve complaints.
- Ensure adherence to company policies and regulatory requirements.
- Any other job assigned.
Requirements
- Bachelor’s degree in Marketing, Business Administration, Communications, Statistics, or a related field.
- Certification in Customer Experience (CX), Market Research or Data Analytics is a plus.
- 1–2 years of experience in customer engagement, survey administration, market research, customer feedback analysis, or survey design.
- Hands-on experience with survey tools (SurveyMonkey, Qualtrics, Google Forms).
- Familiarity with CRM systems (Salesforce, Zendesk) and customer feedback platforms.
- Experience in data analysis and reporting (Excel, Power BI, or similar tools).
- Understanding of CSAT, CX metrics.
- Exposure to customer journey mapping and voice-of-the-customer (VoC) programs.
- Salary range : RM2,800 - RM3,000
Hoe het is om voor dit bedrijf te werken, hoeft geen geheim te blijven
Meld je aan om reviews, anonieme beoordelingen en salarisgegevens te bekijken voordat je solliciteert.
