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CUSTOMER EXPERIENCE EXECUTIVE

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Job Details

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Full Time
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Shah Alam
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Customer Experience
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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