Role Description This position is responsible for driving customer experience (CX) by overseeing the end-to-end customer journey, ensuring excellent customer experience across all touchpoints to enhance customer satisfaction, loyalty and retention.
Key Responsibilities:
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
- Ensure alignment of messaging across departments to deliver accurate, consistent and timely customer communications.
- Monitor customer satisfaction KPIs and recommend improvements where required.
- Consolidate customer feedback, identify recurring issues, root causes and trends.
- Coordinate cross-functional action plans to address customer pain points and drive continuous improvements across the customer journey.
- Present customer insights and recommendations to management team. Propose improvement in service productivity, service quality and customer satisfaction. Analyse customer interaction trends to identify opportunities for operational improvements.
- Oversee the performance of Roadside Assistance (RSA) and collaborate with appointed vendor.
- Coordinate customer related legal cases in collaboration with legal department. Ensure timely documentation, investigation and resolution of legal disputes.
- Represent the company in tribunal and other consumer claim proceedings, with appropriate guidance and support from legal department. Monitor case status and maintain records
- Minimise legal and reputational risks thorough proactive case management.
- Administer goodwill policy and approval processes. Review and evaluate goodwill requests, monitor expenditure and analyse trends.
- Work closely with Sales, After Sales, marketing, legal and network teams, and foster collaboration to resolve customer issues effectively.
- Collaborate with CX champions to drive continuous improvements at retailer level, enhancing customer satisfaction and overall customer experience.
Qualifications
- Strong focus on customer outcomes, with skills in Customer Satisfaction and Customer Experience.
- Solid Analytical Skills to interpret data, track performance indicators, and provide actionable insights.
- Effective Communication skills for engaging with customers, stakeholders, and internal teams.
- Proven Customer Service skills, including handling escalations and supporting continuous service improvement.
- Experience in customer experience management, service operations, or a related field. Candidate with automotive industry experience will be an advantage.
- Ability to work collaboratively, lead cross-functional initiatives, and manage multiple priorities.
- Proficiency with CRM or customer feedback tools is beneficial.
- Bachelor's degree in business, communications, or a related discipline, or equivalent practical experience.
The job offer attractive remuneration package to the right candidate. Salary budget for this role is not more than RM13,000.00 per month. Only Malaysian candidate will be considered for this position.
