I MISHANG SDN BHD Hiring! Full Time Customer Experience (CS) Lead in - Ricebowl

Customer Experience (CX) Lead

Location: Kuala Lumpur, Malaysia

Employment Type: Full-Time

Monthly Salary: RM 4,000 – RM 6,000 (Commensurate with experience)

About Us

At AISEE LIFE Group, we are building the future of beauty, wellness and artificial intelligence.

We are looking for a proactive and customer-focused Customer Experience (CX) Lead to oversee our AI-powered customer operations. This role combines customer service excellence, AI agent management, ************* operations, SLA monitoring and continuous customer experience improvement.

The ideal candidate is passionate about technology, process optimisation and delivering exceptional customer experiences across multiple communication channels.

Job Responsibilities

Customer Experience Operations

• Manage day-to-day customer communication across WhatsApp, social media and digital channels.
• Ensure customers receive timely, professional and consistent support.
• Handle complex customer enquiries and escalations.
• Continuously improve customer satisfaction and overall service quality.

************* Management

• Manage and maintain the ************* platform.
• Configure inboxes, teams, routing rules and conversation assignments.
• Monitor conversation queues and workload distribution.
• Ensure smooth conversation routing between AI Agents and human agents.

AI Agent Operations

• Monitor AI Agent performance and conversation quality.
• Review AI conversations and identify improvement opportunities.
• Update AI prompts and response guidelines.
• Maintain AI knowledge base content and FAQs.
• Work closely with management to improve AI accuracy and automation.

SLA & Quality Assurance

• Monitor customer service SLA compliance including:
• First Response Time (FRT)
• Resolution Time (TTR)
• Escalation Response Time
• Conduct regular conversation quality reviews.
• Ensure customer service standards are consistently maintained.
• Recommend process improvements based on performance data.

Knowledge Base Management

• Maintain and update internal knowledge base.
• Ensure product information, SOPs and FAQs remain accurate.
• Collaborate with different departments to update customer information.
• Support continuous AI learning through knowledge base improvements.

Workflow & Automation

• Improve customer journey and service workflows.
• Assist in building automation for:
• Lead routing
• Customer tagging
• Follow-up reminders
• Appointment workflows
• Customer lifecycle management
• Recommend automation opportunities to improve operational efficiency.

Reporting & Analytics

• Prepare weekly and monthly customer service reports.
• Analyse:
• Customer enquiries
• SLA performance
• AI Resolution Rate
• Human Escalation Rate
• Customer satisfaction trends
• Present improvement recommendations to management.

Team Support

• Train new customer service staff on SOPs and *************
• Support AI Agent testing and implementation.
• Work closely with Marketing, Operations and Product teams.
• Assist in developing customer service best practices.

Requirements

We are looking for someone who is:

• Diploma or Bachelor's Degree in Business, Customer Service, Communications, Information Technology or related field.
• 3–5 years of experience in Customer Service, Customer Experience or Customer Operations.
• Experience using customer service platforms such as *************, Zendesk, Freshdesk, Intercom or HubSpot.
• Strong understanding of:
• SLA Management
• Customer Journey
• Escalation Management
• Quality Assurance
• Customer Experience (CX)
• Familiar with AI chatbot operations and workflow automation.
• Strong analytical and problem-solving skills.
• Excellent communication skills in English and Mandarin.
• Highly organised with strong attention to detail.
• Passionate about AI technology and customer experience.

Nice to Have

• Experience with WhatsApp Business API.
• Experience with AI chatbot platforms.
• Experience in beauty, healthcare or retail industries.

What You'll Gain

• Work with one of Malaysia's fast-growing Beauty AI companies.
• Lead AI-powered customer experience transformation.
• Hands-on experience with AI Agents and automation.
• Career advancement into Customer Experience Management.
• Continuous professional development.
• Opportunity to shape the future of AI-driven customer operations.
• Friendly, innovative and technology-driven working environment.

Why Join AISEE LIFE?

At AISEE LIFE, we believe the future of customer service is powered by both people and artificial intelligence.

If you're passionate about customer experience, technology and innovation, we'd love to meet you.