Customer Experience Analyst

16 minutes ago

Kuala Lumpur, Kuala Lumpur, Malaysia American President Lines Full time

Location:

Kuala Lumpur, MY

Customer Experience Analyst - ARO Customer Care

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary
In this role, you will be reporting to the Head of Customer Care. You will work with various stakeholders, including Head Office (HO) teams, agency customer service managers, and process excellence teams to achieve the group's strategic vision of improving customer experience. You will be responsible for assisting in the implementation and monitoring of improvement initiatives to enhance customer satisfaction (NPS), improve results of customer care KPIs, and coordinate projects to enhance agencies' service quality and productivity.

We are looking for someone with experience in customer experience projects and a strong analytical mindset.

Main Responsibilities:

  • Promote and drive successful adoption of group customer service tools.
  • Monitor and report progress of APAC customer experience improvement strategies defined at regional and local levels for agencies and Global Business Services (GBS).
  • Establish a customer care community across APAC agencies and GBS network to improve customer care visibility, sharing of knowledge, feedback, best practices, and achievements.
  • Keep abreast of agency customer care performance through weekly and/or monthly forums using performance dashboards and assist customer care managers to identify issues and frame corrective and/or preventive actions.
  • Coordinate deployment of global customer experience improvement programs, such as customer journey mapping, customer care training, tools deployment, and progress reporting on execution and outcomes.
  • Coordinate with various internal stakeholders within Asia Regional Offices (ARO), GBS, and HO to address specific opportunities, pain-points, suggestions, or customer issues which require transversal support.
  • Gather feedback from customers and conduct market research on competitors and/or other industries as part of continuous improvement for customer experience.
  • Share knowledge and leverage systems, training, benchmarking, and other tools to achieve customer care objectives.

To excel in this role, you should have a strong understanding of customer service and documentation processes.

Minimum Requirements:

  • Degree in a relevant discipline.
  • At least 3 to 5 years of domain experience, ideally in leading customer service teams within the industry.
  • Supervisory experience will be an added advantage.
#J-18808-Ljbffr

  • Customer Experience Analyst

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    Job Summary: Customer Experience AnalystThis role focuses on analyzing and improving customer experience through the evaluation of customer interactions, including inbound and outbound calls, emails, and chats.The primary responsibility is to identify areas for improvement and provide recommendations for enhanced quality standards. This involves monitoring...

  • Business Analyst for Customer Experience

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    Job DescriptionWe are seeking a highly motivated Business Analyst to join our team. As a Business Analyst, you will play a key role in improving processes and training programs to enhance efficiency, customer satisfaction, and performance.Key Responsibilities:Develop and maintain Standard Operating Procedures (SOPs) to ensure up-to-date standards.Design,...

  • Lead - Customer Experience

    14 minutes ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Sutherland Full time

    Sutherland is seeking an organized and goal-oriented person to join us as a Lead - Customer Experience. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youJob DescriptionSutherland is seeking an attentive and...

  • Customer Experience Manager

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    About the RoleThis Senior Business Analyst position requires a candidate with expertise in managing customer experience and team management. You will identify innovation areas and opportunities within the division and LBU, and present new ideas and approaches to business partners and stakeholders.Your responsibilities will include creating project plans,...

  • Customer Experience Lead

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    Job DescriptionWe are seeking a highly organized and goal-oriented individual to join our team as a Customer Experience Lead. In this role, you will be responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers.The Quality Analyst is a front-line position responsible for...

  • Customer Experience Analyst

    4 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia CMA CGM Full time

    Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly...

  • Customer Experience Analyst

    3 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    Job SummaryThis position involves utilizing strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touchpoints.Main ResponsibilitiesEvaluate customer experience across multiple channelsSupport project execution and participate in tasksRequirementsEnthusiasm for learning and developmentGood communication and...

  • Customer Service Analyst

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    Service Desk PositionWe are seeking a Customer Service Analyst to join our team. As a Customer Service Analyst, you will be responsible for providing excellent customer service and resolving technical issues in a timely manner.Your primary responsibilities will include:Actively identifying, assessing, recording, resolving, or escalating incidents and service...

  • Business Systems Analyst, Credit Origination and Customer Experience

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    About the PositionThe Senior IT Analyst will be responsible for formulating comprehensive system test strategy, test plan & test cases to align with change request scope, quality requirements, and targets. They will also work closely with the testing team to ensure successful delivery of changes.The ideal candidate will have a strong background in system...

  • Customer Service Quality Analyst

    7 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia beBee Careers Full time

    We are seeking a highly motivated and experienced Quality Analyst with native-level proficiency in Japanese to join our team. In this role, you will be responsible for ensuring the delivery of high-quality customer service by monitoring, evaluating, and improving agent interactions.The ideal candidate will have a deep understanding of customer service...