DCR MARKETING SDN BHD Hiring! Full Time Customer Experience Specialist in Federal Territory - Ricebowl

Company Description DCR Marketing Sdn Bhd is a premier provider of customer loyalty and marketing programs in Malaysia, partnering with major corporations across diverse industries. The company designs, manages, and advises on comprehensive marketing initiatives, including end-to-end campaign management, redemption and fulfillment, and stock management with inventory control and warehousing services. Through strong alliances with industry partners and suppliers, DCR Marketing delivers competitive, effective, and dynamic marketing and loyalty solutions tailored to client needs. The company also runs mail order and partnership alliance programs, rewards and loyalty programs, and serves as the sole distributor of Henry Cats & Friends, a licensed product from Taiwan.

Role Description This is a full-time, on-site Customer Experience Specialist role based in Petaling Jaya, Selangor. The Customer Experience Specialist will handle daily customer interactions via phone, email, and digital channels, responding to inquiries about loyalty programs, campaign details, redemptions, and product information. The role involves managing customer issues, coordinating with internal teams to resolve problems, and ensuring timely follow-up to maintain high satisfaction levels. The specialist will support campaign execution by tracking customer feedback, monitoring redemption and fulfillment status, and providing clear updates to customers and stakeholders. The position also includes maintaining accurate customer records, preparing basic reports on service metrics, and suggesting improvements to enhance the overall customer journey.

Qualifications

• Strong customer service and communication skills, with the ability to handle inquiries and resolve issues professionally.
• Ability to work with loyalty, rewards, and marketing campaign processes, including basic understanding of redemption and fulfillment workflows.
• Good organizational and time-management skills for handling multiple customer requests and maintaining accurate records.
• Proficiency in using office software and customer service tools (e.g., email platforms, spreadsheets, CRM systems).
• Fluency in English; proficiency in Bahasa Malaysia and/or additional languages is an advantage.
• Positive, empathetic attitude and strong interpersonal skills for engaging with diverse customers and team members.
• Ability to work on-site and collaborate effectively in a team-based environment.
• Previous experience in customer service, call center, retail, or marketing-related roles is an added benefit.
• Minimum of a diploma or equivalent qualification; a degree in Business, Marketing, Communications, or related field is an advantage.