Senior Customer Experience Specialist

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Ant International Full time 120,000 - 180,000 per year

Responsibilities
:

  • Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services.
  • Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs.
  • Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization.
  • Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints.
  • Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer" is continuously heard within the organization.

Qualifications
:

  • At least 5 years of experience in customer experience optimization or customer service solution/workflow design in the cross-border payment/e-commerce/O2O/digital entertainment/affiliate marketing industry.
  • A deep insight and understanding of user service behaviors across Southeast Asian market, and can bring cross-cultural and cross-market input.
  • Self-motivated, strong communication skills, risk awareness, analytical ability, able to lead and solve complex problems across diverse organizational structures, results-oriented awareness.
  • Bachelor's degree or higher; fluent in English (additional language proficiency is a plus).

  • Customer Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agoda Company Pte. Ltd Full time 35,000 - 50,000 per year

    Get to Know our Team:Agoda's Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda's values to each and every customer with multiple support channels and a strong desire to serve. Certainly doing...

  • Customer Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agoda Full time 30,000 - 45,000 per year

    About AgodaAgoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+...

  • Customer Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agoda Full time 30,000 - 50,000 per year

    About AgodaAt Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working...

  • Customer Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia qlub Full time 30,000 - 60,000 per year

    Why qlub?Qlub is revolutionizing the dining experience with ultra-fast, seamless payment solutions. Our technology enables customers to pay in seconds by scanning a QR code – no app download required. FromPay-at-Table QR paymentsandDigital Menus to Order-and-Pay tech,Payment Links, andSoftPOS terminals, Qlub streamlines the entire payment process, making...

  • Customer Experience Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia qlub Full time 40,000 - 60,000 per year

    Why qlub?Qlub is revolutionizing the dining experience with ultra-fast, seamless payment solutions. Our technology enables customers to pay in seconds by scanning a QR code – no app download required. FromPay-at-Table QR paymentsandDigital Menus to Order-and-Pay tech,Payment Links, andSoftPOS terminals, Qlub streamlines the entire payment process, making...

  • Customer Experience Specialist

    16 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia qlub Full time 30,000 - 60,000 per year

    Why qlub?Qlub is revolutionizing the dining experience with ultra-fast, seamless payment solutions. Our technology enables customers to pay in seconds by scanning a QR code – no app download required. FromPay-at-Table QR paymentsandDigital Menus to Order-and-Pay tech,Payment Links, andSoftPOS terminals, Qlub streamlines the entire payment process, making...

  • Customer Experience Review Specialist

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Mister Mobile Trading Pte Ltd Full time 50,000 - 80,000 per year

    About UsWith 14 years of industry experience, Mister Mobile is Singapore's trusted leader in mobile services. Our vision is to empower people through technology while delivering exceptional service with a personal touch. We offer competitive trade-in prices, high-quality new and pre-owned devices, and reliable repair services.Our warm and collaborative team...

  • Specialist, Customer Experience

    16 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Klook Full time $18,000 - $60,000 per year

    About KlookWe are a leading pan-regional experiences platform in Asia Pacific, purpose built to digitalize experiences and make them accessible to every traveler.Our mission is to build the digital infrastructure for the global experience economy — empowering merchants to share their passions and travelers to discover the heartbeat of each destination.We...

  • Senior Executive, Customer Experience

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Services Asia Full time 60,000 - 120,000 per year

    Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our...

  • Customer Experience Senior Consultant

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Career Channel Sdn Bhd Full time 15,000 - 25,000 per year

    We are seeking a Customer Experience Senior Consultant to join our Asia Pacific team. In this role, you will work directly with clients to improve how they serve their customers, and own and exceed annual revenue targets by identifying, developing, and closing CX consulting engagements, emphasizing CX transformation and measurable business outcome.The work...