Job Details
Full Time
Shah Alam
Customer Experience
Bachelor’s degree in Marketing, Business Administration, Communications, Statistics, or a related field.
About the role?
This role supports the Customer Experience (CX) function by documenting SOPs, maintaining workflow accuracy, and managing survey processes. It involves collecting and cleaning survey data, tracking key CX metrics (CSAT, NPS, resolution times), and generating performance reports for leadership. The role also assists in audits, identifies complaint trends with the CX Analyst, contributes to process improvements, supports team training, and performs other assigned tasks.
Key Responsibilities
- Handle outbound customer interactions via WhatsApp, email, hotline, and social media.
- Provide prompt updates on complaint statuses.
- Ensure professional and empathetic communication.
- Develop and execute customer satisfaction surveys.
- Conduct surveys and collect responses from customers.
- Engage with customers through feedback channels (calls, emails, online surveys).
- Conduct follow-ups post-resolution to assess satisfaction.
- Gather customer feedback and escalate recurring issues.
- 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 practical, implementable solutions.
- Work with Marketing and Sales to enhance customer engagement initiatives.
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 (e.
- g.
- , SurveyMonkey, Qualtrics, Google Forms).
- Familiarity with CRM systems (e.
- g.
- , Salesforce, Zendesk) and customer feedback platforms.
- Experience in data analysis and reporting using Excel, Power BI, or similar tools.
- Understanding of CSAT and other CX metrics.
- Exposure to customer journey mapping and voice-of-the-customer (VoC) programs.