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 rewards and loyalty programs, mail order solutions, and partnership alliances. Leveraging strong alliances with industry partners and suppliers, DCR Marketing delivers competitive, dynamic, and effective marketing and loyalty solutions tailored to client needs. Its end-to-end services span campaign management, redemption and fulfillment, stock management, inventory control, and warehousing. DCR Marketing is also the sole distributor of Henry Cats & Friends, a licensed product from Taiwan.

Role Description The Customer Experience Specialist is a full-time, on-site role based in Ara Damansara, Selangor. This role focuses on supporting and enhancing customer interactions across loyalty and marketing programs, ensuring a positive experience from initial inquiry through post-campaign follow-up. Day-to-day responsibilities include responding to customer queries via phone, email, and digital channels, handling redemption and fulfillment requests, and coordinating with internal teams to resolve issues promptly. The specialist will help monitor customer feedback, update customer records, and provide clear information on program details, rewards, and campaign status. The role also involves assisting in process improvements, preparing basic reports on customer experience metrics, and maintaining strong relationships with clients and partners.

Qualifications

• Customer service and client relationship skills, including the ability to handle inquiries, complaints, and feedback professionally and empathetically.
• Communication skills in written and spoken English (and preferably Bahasa Malaysia), with clear, courteous, and confident interaction across phone, email, and messaging platforms.
• Organizational and administrative skills to manage redemption requests, update customer records, and support inventory, stock, and fulfillment processes.
• Basic analytical and problem-solving skills to interpret customer feedback, identify recurring issues, and suggest improvements to customer experience and program processes.
• Digital literacy, including familiarity with CRM systems, email platforms, and office productivity tools (e.g., spreadsheets, word processing, and online collaboration tools).
• Ability to work on-site in Ara Damansara, Selangor, collaborate with cross-functional teams, and manage multiple tasks in a fast-paced environment.
• Prior experience in customer service, loyalty programs, marketing support, or related fields is an advantage.
• Diploma or bachelor’s degree in Business, Marketing, Communications, or a related discipline is preferred, but equivalent experience will be considered.