Officer, Customer Experience

Job Descriptions

• Contact customers to conduct customer satisfaction surveys and accurately record their feedback, comments, and suggestions,
• Ensure sufficient survey samples are available to support the required customer calls,
• Contact customers regarding verbatim feedback received through QR code surveys when a call-back is required,
• Escalate cases involving At-Risk or Vulnerable Customers to the respective Branch Head before submitting the survey,
• Communicate customer feedback requiring attention to the relevant branch, including improvement suggestions from loyal customers, to support timely service recovery and effective customer relationship management,
• Review customers invoices and previous survey feedback before conducting the survey to gain a better understanding of their transaction history, previous concerns, and service experience,
• Save completed survey submissions in PDF format for proper record-keeping and future reference before submitting them to Ipsos,
• Escalate negative customer feedback through SalesLink to ensure proper visibility, follow-up, and corrective action by the relevant Branch Heads and Sales Representatives,
• Prepare and submit bi-weekly Excel reports to Branch Heads highlighting cases categorized as No Answer, Answering Machine, and Bad Contact,
• Assist in maintaining accurate and up-to-date customer contact information in AX, particularly the influencer contact information, to ensure the reliability of customer data for survey and communication purposes.

Job Requirements

• Diploma in Business Administration or a related field, with at least 4 years of relevant working experience.
• Must be proficient in IT with a good command of Microsoft Office programs.
• Knowledge in Microsoft Dynamics AX will be an added advantage.
• Possess good interpersonal communication skills and analytical thinking in addition to positive aptitude and attitude.
• Good communication skills & Organizing Skills,
• Fluent in spoken and written in English & Bahasa Melayu & Proficiency in Chinese language is an added advantage.