Silverlake Axis Hiring! Full Time Customer Experience Lead in Selangor - Ricebowl

Why This Role Matters

The Customer Experience Lead will be responsible for strategising, planning, developing, monitoring and analysing the entire customer experience journey.

How You’ll Make a Difference

• Optimise every touchpoint within the customer journey.
• Identify, monitor, analyse and handle customer needs and queries across all communication channels, both digital and physical, and with business partners.
• Manage a framework of qualitative and quantitative measures to monitor and evaluate customer satisfaction effectively.
• Provide reporting, problem solving and data analysis on client complaints, queries and feedback in order to continuously improve processes and products.
• Communicate brand values, institutional strengths and USPs effectively through all customer touchpoints.
• Act as the first point of contact for partners on reporting and customer related assistance.
• Identify and escalate priority issues and route calls to the appropriate departments.
• Initiate follow-up calls to clients when necessary and document call information in the call log according to Standard Operating Procedures (SOP) while ensuring SLA requirements are met.
• Work closely with the Product and Technical teams to turn customer feedback and pain points into meaningful solutions and outcomes.
• Participate in user acceptance testing (UAT) for new products and service enhancements.

What You’ll Bring

• A minimum qualification in Bachelor's Degree or Diploma in any related field.
• 3-5 years of experience in a similar role or related positions; client servicing or client management, client relationship management, senior leadership role; experience in the financial or investment industry will be an added advantage.
• Proficient in MS Office or Google Sheets (predominantly Word and Excel, including formulas and pivot tables).
• Strong written and verbal communication skills in English and Bahasa Malaysia; additional languages are an advantage.
• Professional and friendly attitude, good time management and a strong analytical mindset.
• Good interpersonal skills, and able to build rapport quickly with customers, partners and colleagues.
• Willing to travel and accept overseas assignments, where required.

Work Location: In person