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
• Proficient in IT with a good command of Microsoft Office programs
• Knowledge in Microsoft Dynamics AX will be an added advantage
• Good interpersonal communication skills and analytical thinking
• Positive aptitude and attitude
• Good organizing skills
• Fluent in spoken and written English and Bahasa Melayu
• Proficiency in Chinese language is an added advantage