Customer Experience Executive

8 months ago

Kuala Lumpur, Malaysia Sometime By Asian Designers Full time

Responsible to create a team that listens to our customers, have the knowledge, confidence, authority, and desire to resolve customer complaints passionately while offering informed solutions and recommendations to closing order or upsell. Acting on the findings from root cause analysis, directing issues appropriately to where the problem can be resolved. Follow up and work with colleagues to implement changes which will improve customers’ satisfaction.
- Ideate, plan, and continuously improve the efficiency of the customer service department processes to enhance customer satisfaction by implementing SOPs, adopting software/tools, CRM strategy and training.
- Support/liaise with the Business Operations Team and Retail Team in managing orders (expedition, exchanges and returns, etc).
- Develop analysis tools (i.e. best practice and quality assurance surveys and customer feedback), monitor and analyze results.
- Be a role model that inspires and grooms co-workers and engage them fully in the task of becoming future leaders.
- Ensuring the right caliber of staff are recruited, trained and retrained in accordance with company policy and procedures.

**; Requirements**:
- A well experienced senior in the customer-focused service and digital industry.
- Proficient in coaching the team to develop the department quality further than before.
- A leader who is highly aware of the importance, objective and nature of a customer service department especially in the fast-moving digital space.
- Able to multitask and work in a fast-paced and high volume of enquiries’ environment.
- Self-reliant and motivated with proven ability to work as part of a team as well as independently.
- Deep understanding of system implementation and execution including Customer Relations Management, POS, ERP systems etc.
- Able to work on shifts and rotate weekends.

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