Customer Experience

2 days ago

Bangsar Kuala Lumpur, Malaysia J&T EXPRESS (MALAYSIA) SDN. BHD. Full time 60,000 - 120,000 per year

About the role

As the Customer Experience & Quality Assurance Lead at J&T EXPRESS (MALAYSIA) SDN. BHD., you will be fully responsible for driving user experience enhancement projects across our Malaysia operations. You will play a key role in ensuring service quality and optimizing the end-to-end customer journey—from counter transactions at retail outlets to last-mile delivery—while leading the team to uphold and continuously improve customer experience standards.

Job Responsibilities:
  • Establish and manage the VOC (Voice of Customer) framework, systematically collecting customer feedback from multiple channels, including customer service touchpoints, social media, store audits, user interviews, and product usage data.
  • Conduct in-depth analysis of VOC data, consolidate insights, identify experience gaps, process pain points, and improvement opportunities, and provide actionable recommendations to management.
  • Oversee and evaluate the effectiveness of customer experience enhancement initiatives, ensuring completion of the full "Analyze – Drive – Improve – Validate" experience management cycle.
  • Lead or collaborate with cross-functional teams to design, optimize, and monitor key customer-facing processes, including pre-sales inquiries, counter transactions, order placement, delivery operations, after-sales service, and complaint handling.
  • Conduct regular on-site inspections at retail outlets to assess front-line staff's scripts, service attitude, professionalism, and process adherence, ensuring consistent implementation of experience standards.
  • Perform spot checks on courier service quality, focusing on identifying issues such as fabricated charges, fraud, duplicate charging, non-compliance, and parcel loss, and drive efforts to build a transparent, professional, and trustworthy delivery experience.
Requirements:
  • Strong understanding of customer service processes with a genuine passion for customer experience improvement and a keen sense of service quality.
  • Proficient in data analysis and QA methodologies, with the ability to independently produce experience analysis reports and SOP documentation.
  • Able to travel to regional branches and outlets for on-site audits, customer experience assessments, and process verification.
  • Minimum 2 years of experience as a Customer Experience Lead/Supervisor, with proven team leadership and cross-department coordination capabilities.
  • Strong communication skills with clear logical thinking, capable of driving alignment and executing experience improvement projects effectively.
  • Excellent analytical skills with strong command of data processing tools and functions.

Apply now to become our next Customer Experience & Quality Assurance Lead and be a part of our dynamic and growth-oriented organization.

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