Sr Executive, Customer Experience
On-sitePetaling Jaya, Selangor, Malaysia
Job Summary
Listen to, respond to, and resolve customer queries, complaints, and issues across Facebook, Instagram, Google Reviews, phone, and email channels. Collaborate with branch managers to maintain branch premises standards, cleanliness, and image while ensuring customer satisfaction. Document all interactions, inquiries, and resolutions to generate reports for management review. Recommend improvements to customer service and handle ad hoc assignments as required. Maintain a positive attitude when dealing with difficult customers. A diploma or degree in Mass Comm/Marketing/Allied Health Sciences with 4-5 years of experience is required.
Required Qualifications
- Diploma or Degree in Mass Comm/Marketing/Allied Health Sciences
- At least 4-5 years experience in customer service, customer support, or a related role
- Excellent communication skills
- Able to deal with difficult customers and resolve their complaints
- Ability to collaborate effectively with cross-functional teams to achieve common goals and objectives related to customer satisfaction
- Basic computer knowledge such as Google Sheet, Docs, Slides, Google Drive, etc
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