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Product Manager/customer Experience Specialist

3 weeks ago

Kuala Lumpur, Malaysia Peoplelogy Development Sdn Bhd Full time

Job description

**Company Description**

Our aim is to provide an interactive live-streaming platform for trainers to upskill learners with the skills of the future through micro-credentials and certifications. We are committed to providing accessible education to all regardless of age and experience. We are looking for a high energy and dynamic individual to lead the Customer Experience team. You will be helping us deliver the best, 5-star experience to users and this includes aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities. If being part of a dynamic team that revolutionizes the future of education sounds exciting to you, please get in touch

**Your responsibilities will include**:

- Manages, support, and resolve service enquiries especially disputes arising from users regarding the product.
- Develop and execute a customer experience strategy to ensure that all customers are treated with care and respect by taking proactive steps to maintain positive experiences.
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Lead a customer experience team to ensure the best possible customer service.
- Continually monitor customer feedback and benchmark against competitors’ performance to make improvements as needed.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Analyzing customer feedback on our product and new releases, as well as preparing reports such as technical issues, as well as customer compliments and complaints.
- Monitor and maintain relationships with partners to ensure that they are satisfied with our service.
- Work closely with other departments to better understand what our customers want and conduct research when needed to gather customer insights.
- Keeping informed of industry trends and new CRM technologies.

**What is required**:

- Experiences in hospitality/ tourism industry would be an added advantage.
- Required language(s): Bahasa Malaysia, English, Mandarin.
- Extensive experience in gathering and interpreting customer experience information.
- Team player and able to work independently with minimum supervision.
- Details-oriented people who can seek for the finest details in a task.
- Ability to work independently, under pressure while keeping KPI requirements in-checked
- Exceptional interpersonal skills and a customer-oriented person.
- Superb communication, collaboration, and problem-solving skills with the ability to resolve queries from users and think out of the box for solutions.

**Salary**: RM3,000.00 - RM4,000.00 per month

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

**Salary**: RM3,000.00 - RM4,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer Experience Specialist: 1 year (preferred)