Executive Customer Experience & Relations

Closing Date : 20th October 2026

Position Type

Permanent

Location

Kuching

Number of Position

1

Department

Commercial & Service Delivery

Requirements

• Bachelor’s Degree in Business Administration, Customer Experience Management, Communications, Marketing, Telecommunications, or a related field.

• Minimum 3–5 years of relevant experience in customer service, customer experience, contact centre operations, service delivery, or customer relationship management.

• Experience in handling customer enquiries, complaints, escalations, and service recovery activities.

• At least 1–2 years of experience in a supervisory, team lead, or senior customer service role.

• Strong communication, problem-solving, and stakeholder management skills, with the ability to coordinate effectively across departments.

• Experience in monitoring service performance metrics, customer satisfaction indicators, and operational KPIs.

• Proficient in Microsoft Office applications and customer service systems or CRM platforms.

• Ability to coach and develop team members while fostering a customer-centric service culture.

• Knowledge of telecommunications products, services, or industry practices will be an added advantage.

  Responsibilities

• Lead and coordinate daily customer service activities across all customer touchpoints.

• Monitor service levels, response times, and case resolution performance.

• Ensure customer enquiries, complaints, and service requests are handled in accordance with established service standards and procedures.

• Support workforce planning, workload distribution, and service continuity.

• Manage complex customer complaints and escalated cases.

• Coordinate with relevant departments to ensure timely issue resolution.

• Monitor customer satisfaction trends and recommend improvement actions.

• Support customer retention and service recovery initiatives.

• Supervise and guide Customer Service Officers/Agents in their daily responsibilities.

• Monitor team performance against departmental KPIs and service standards.

• Conduct coaching, mentoring, and performance improvement sessions.

• Identify training needs and support capability development program.

• Foster a customer-centric culture and promote service excellence within the team.

• Prepare and present customer service performance reports, dashboards, and management updates.

• Monitor customer service trends, recurring complaints, and operational performance indicators.

• Collaborate with internal stakeholders to address service gaps and improve customer outcomes.

• Participate in service review meetings and operational discussions.

• Recommend and implement customer service improvement initiatives and process enhancements.

• Support AI Contact Centre and customer experience transformation initiatives where applicable.

  How To Apply?

Interest candidate may apply at https://apply.sarawak.digital/26HC31 before 20th October 2026