Job Details
Full Time
Shah Alam
Customer Experience
Diploma or Bachelor's degree in Business Administration, Information Management, Communications, or a related field
About the role?
The role supports customer experience (CX) operations by documenting SOPs, maintaining workflows, and ensuring accurate data management. Responsibilities include assisting the Complaints and Engagement/Survey teams, managing and cleaning survey data, tracking CX metrics (CSAT, NPS, resolution time), generating performance reports, and identifying complaint trends. The role also supports audits, process improvements, training of new team members, and performs other assigned tasks.
Key Responsibilities
- Document best practices, standard operating procedures (SOPs), and common resolutions.
- Work with the Complaints Team to refine and update complaint-handling workflows.
- Maintain version control of procedural documents.
- Support the Engagement/Survey Team in developing and maintaining online customer satisfaction surveys.
- Assist the Engagement/Survey Team in conducting surveys and collecting customer responses.
- Maintain and clean online survey data.
- Assist in tracking and analyzing CX performance metrics (eg, CSAT, NPS, complaint resolution time).
- Generate performance reports and insights for CX leadership.
- Ensure all reported data is accurate and complies with company standards.
- Assist in conducting periodic audits of complaint resolution times and outcomes.
- Work with the CX Analyst to identify trends in complaints and provide insights for management decisions.
- Participate in process improvement discussions based on data-driven analysis.
- Assist in training new team members on updated complaint resolution methods.
- Perform any other duties assigned.
Requirements
- Diploma or Bachelor's degree in Business Administration, Information Management, Communications, or a related field.
- Certification in Knowledge Management, Data Analysis, or Process Improvement is a plus.
- 1-2 years of experience in knowledge management, data analysis, or customer experience roles.
- Experience with knowledge management systems or content management platforms.
- Familiarity with customer service operations and complaint handling processes.
- Experience with data collection, analysis, and reporting tools.
- Exposure to survey administration and customer feedback analysis is advantageous.