Customer Experience Specialist

6 days ago

Kuala Lumpur, Malaysia Give Fun Pte. Ltd. Full time

**Customer Experience**:

- Lead and facilitate customer journey mapping and assessment to identify opportunities and pain points for improvement.
- Establish key Customer Experience (CX) metrics and listening points to integrate customer feedback into decision-making processes, generating actionable insights.
- Proactively monitor customer health & loyalty, promptly identifying and addressing issues to ensure satisfaction and retention.
- Develop engaging product listings on the e-commerce website and craft newsletter content to reinforce the brand image for customers' firsthand experience.
- Spearhead the development and utilization of software tools and Customer Relationship Management (CRM) systems such as Klaviyo, Respond.io, Salesforce, and others.

**Customer Support**:

- Collaborate closely with the Operations, Design & Delivery Teams, ensuring smooth business operations.
- Take ownership of all customer support and administrative matters, including follow-ups across multiple channels (Instagram, WhatsApp, Facebook Messenger, SMS, calls, etc.), order management, and client interactions.
- Assist customers with various order-related tasks such as placing new orders, modifying order information (e.g., delivery addresses), rescheduling, changing items, and addressing operational inquiries, ensuring customers' needs are met.
- Manage refund, exchange, feedback, and complaint cases from customers, implementing necessary service recovery measures.

**Project & People Management**:

- Develop a team of Customer Success professionals to elevate overall Customer Experience performance, establishing Standard Operating Procedures (SOPs), setting clear Key Performance Indicators (KPIs), and regularly measuring performance against them.
- Ensure compliance with company policies, industry regulations, and legal requirements across all customer-facing operations.

**Why join Give Fun?**

"We're serious about fun, and giving them to you" is our company's tagline, and we're breathing and living by it everyday. We're small, but we're also big, aiming to be the most creative and leading Party & Balloon retailer in Singapore. Every team member has a different voice, different story to tell and different role to play in the family, we welcome you to be part of us and start sharing your story. If you enjoy learning new things, embracing new challenges, we hope to hear from you

**Job Types**: Full-time, Permanent, Fresh graduate

**Salary**: RM2,500.00 - RM3,500.00 per month

**Benefits**:

- Flexible schedule
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Overtime pay
- Performance bonus
- Retention bonus

Application Question(s):

- This is a Remote Role (Work from Home).

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- Mandarin (preferred)

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