全职 Customer Experience Specialist 工作, 薪水, MIDF Selangor 公司招聘中 - Ricebowl

Key Responsibilities

• Serve as the primary point of contact for stakeholders’ inquiries, feedback, and issue resolution. Develop and implement strategies to enhance overall customer satisfaction.
• Analyze customer/ user feedback and data to identify trends and opportunities for improvement. Collaborate with cross-functional teams (including Product, Marketing, and Operations) to ensure alignment on customer experience initiatives.
• Design and implement customer journey maps, ensuring a consistent and delightful experience across all touchpoints.
• Monitor key performance indicators related to customer satisfaction and service metrics.
• Advocate for the voice of the customer throughout the organization, influencing decisions and driving change to improve customer experiences.
• Conduct regular customer surveys, interviews, and focus groups to gather insights and feedback.
• Implement customer-centric policies, processes, and training programs for staff to ensure a customer-first mindset.

Qualification

Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

Experience

• Proven experience in a customer-facing role, with a strong background in customer experience management.
• Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.
• Analytical mindset with the ability to interpret data and trends to drive decision-making.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously.
• Passion for delivering exceptional customer service and continuous improvement.
• Knowledge of financial services industry practices and regulations is preferred.