Customer Experience Intern

7 hours ago

Mid Valley City, Malaysia DRN WELLNESS SDN BHD Full time

Position Summary:
We are looking for a motivated and detail-oriented **Customer Experience (CX) Intern** to help map out and enhance our customer journey processes for **NSC** and **16PERCENT **skincare. As part of the e-commerce team, you’ll collaborate closely with marketing and clinic departments to identify touch-points, improve customer satisfaction, and create seamless experiences across all channels. This internship provides an exciting opportunity to gain hands-on experience in customer experience management, helping to shape strategies that will drive long-term customer loyalty.

**Responsibilities**:

- Assist in mapping out the entire customer journey for both online (e-commerce) and offline (clinic) experiences.
- Support the team in collecting and analyzing customer feedback, identifying pain points, and recommending actionable improvements.
- Help design and implement strategies to improve customer engagement, retention, and satisfaction.
- Collaborate with marketing, sales, and operations teams to align customer experience initiatives with business goals.
- Assist in the development of standard operating procedures (SOPs) for the customer service process, from inquiry to post-purchase support.
- Track and report on key customer experience metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and customer retention rates.
- Conduct research on customer experience trends and industry best practices.
- Contribute to the creation of a knowledge base and training materials to improve internal staff's customer handling skills.
- Assist in ad hoc projects related to customer service and support.

**Requirements**:

- Currently pursuing a Bachelor’s degree in Marketing, Business, Communications, or a related field.
- Strong interest in customer experience, customer service, or marketing.
- Excellent communication skills, both written and verbal.
- Detail-oriented with strong analytical and problem-solving skills.
- Ability to work independently as well as part of a collaborative team.
- Proficient in Microsoft Office Suite / Google Workspace
- Familiarity with CRM systems or e-commerce platforms is a plus.
- Passion for skincare and beauty, with a willingness to learn about industry trends and customer behavior.

**Job Type**: Internship
Contract length: 6 months

Pay: RM800.00 per month

Schedule:

- Monday to Friday

Application Question(s):

- How long is your internship period?
- State your internship start and end date

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