Customer Experience Analyst

2 days ago

Shah Alam, Selangor, Malaysia Motormaniac Sdn Bhd Full time 36,000 - 48,000 per year

Job Summary

This role manages outbound customer communication across multiple channels, handles customer surveys, and gathers feedback to assess satisfaction. It involves analyzing survey data, identifying trends, and providing insights to improve customer experience. The role also collaborates with the Complaints Management, Marketing, and Sales teams to enhance engagement initiatives and ensure effective solutions for recurring issues.

Job Responsibilities

  1. Handle outbound customer interactions via WhatsApp, email, hotline, and social media.

  2. Provide prompt updates on complaint statuses.

  3. Ensure professional and empathetic communication.

  4. Develop and execute customer satisfaction surveys.

  5. Conduct surveys and collect responses from customers.

  6. Engage with customers through feedback channels (calls, emails, online surveys).

  7. Conduct follow-ups post-resolution to assess satisfaction.

  8. Gather customer feedback and escalate recurring issues.

  9. Analyze survey results and customer feedback to identify trends and issues.

  10. Present engagement findings and recommendations to management.

  11. Provide data-driven recommendations to improve customer experience.

  12. Work with the Complaints Management team to ensure working and implementable solutions.

  13. Work with Marketing and Sales to enhance customer engagement initiatives.

Job Requirements

  1. Bachelor's degree in Marketing, Business Administration, Communications, Statistics, or a related field.

  2. Certification in Customer Experience (CX), Market Research, or Data Analytics is a plus.

  3. 1–2 years of experience in customer engagement, survey administration, market research, customer feedback analysis, or survey design.

  4. Hands-on experience with survey tools (e.g., SurveyMonkey, Qualtrics, Google Forms).

  5. Familiarity with CRM systems (e.g., Salesforce, Zendesk) and customer feedback platforms.

  6. Experience in data analysis and reporting (Excel, Power BI, or similar tools).

  7. Understanding of CSAT, CX metrics.

  8. Exposure to customer journey mapping and voice-of-the-customer (VoC) programs.

Job Type: Full-time

Pay: RM3, RM4,000.00 per month

Benefits:

  • Additional leave
  • Free parking
  • Health insurance

Work Location: In person

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