Client Experience Executive

3 weeks ago


Kuala Lumpur, Malaysia Aglow Medical Group Sdn. Bhd. Full time

The division is to enhance the client experience with 'Aglow'. To ensure clients experience maximum satisfaction with the company's products or services. Uphold brand promises; 5 Star Treatment Results, 5 Star Client Service, 5 Star Ambience at affordable prices. Promote and align with company culture. Define and implement SOPs to ensure optimal client experience.

**Key responsibility areas**:
1) Assist the company with client events that may require collaboration with the Marketing Team such as the Yearly Appreciation Event, Christmas door gift out, and tracking records.

2) As a trainer to train new and existing employees on Grooming Handbook SOPs, and SOS Client Protocol, and prepare and conduct other training related to CX Division.

4) Keeping Client Feedback Data Report, eg: Client Request Refund Form, Client Feedback Form.

5) Act as event manager and host events such as company team building, and company dinner events and follow an agenda may require.

6) To attend or organize any kind of internal/external/physical/virtual meetings related to CX divisions.

7) Monitor inventory, purchasing the CX stocks that are related to CX such as English books, power banks, gold trays (clinic use), drinking water, medical scrubs (doctor and therapist) & others. Conduct new sourcing supplies based on the company budget.

8) Coordinating all aspects of company events, including selecting venues, booking, arranging catering services & etc.

9) Work together with S&O, Marketing dept to develop and implement strategies to increase client satisfaction and loyalty.

10) Conduct Yearly Appraisal English Tests for the S&O Team. To gather all S&O employees' results for S&O GM and HR's reference.

11) Monitor & respond to all Aglow Clinics' reviews, complaints, and compliments on all social media platforms: Aglow Clinic English Instagram, Chinese Instagram, Facebook, All Aglow Clinics Google Reviews, TikTok, and XHS that include appropriate personalized replies in line with company SOPs. (Report 1: Clinics Employees Compliment, Complaint, Internal Feedback Yearly Report; Report 2: Individual Outlet Compliments, Complaints, Internal Feedback Yearly Report) Keeping the record updated for the HR Team's Employees Yearly Appraisal references.

12) Perform other duties as assigned by direct superior.

13) To immediately report to the superior on any findings, anomalies, or unusual happenings in Client Experience Divisions.

14)Pursue a creditable and recognized 'Best Customer Service Award'.

**Job requirements**
- Bachelor's degree in business, Marketing, hospitalization, or related field.
- 5 years’ experience in customer service, client relations, or similar roles.
- Has a keen eye for detail, is highly organised with a friendly easy-going personality, and is perceptive to client’s needs.
- Is able to handle difficult situations with a calm demeanor and enjoys chatting with both clients and colleagues.
- Proven track record of delivering exceptional customer service.
- Excellent communication, both written & verbal in English & Mandarin.
- Ability to build strong relationships, and effectively liaise with clients, and colleagues.
- Empathy and listening skills.
- Dedication to responsibilities; proactive and driven attitude with a willingness to succeed at all costs.
- Has good interpersonal with strong communication ability in negotiation skills.
- Proactive, resourceful, responsible, responsive & flexible to changes.
- Meticulous, ability to multi-task and work within tight timelines.
- Detail-oriented with exceptional organization and task/time management skills.
- Computer literate, proficient in MS Office (Word, Excel, PPT) & Google Drive.
- Able to work independently and as a team.
- Flexibility, and leadership skills when it comes to hosting an event that can innate power to command, guide, and a keen eye for details.
- Enthusiasm to boost team up and always stay positive.

**Salary**: RM4,800.00 - RM5,800.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus



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