Customer Relations Executive

4 days ago

Petaling Jaya, Selangor, Malaysia CoffeeBot Full time

Job Purpose

The Customer Relation Executive supports continuous improvement initiatives for Coffeebot's existing clients by monitoring service performance, gathering and analysing customer feedback, and coordinating with internal teams to enhance service quality, customer satisfaction, and brand experience across all customer touchpoints.

Key Responsibilities
Customer Communication & Relationship Management

  • Act as the primary communication point for existing clients regarding service performance and customer experience matters.
  • Manage customer communications professionally through email, phone calls, meetings, and written reports.
  • Translate customer feedback into clear insights and action items for internal teams.

Service Performance & Feedback Analysis

  • Monitor service performance of coffee vending machines, including response time, issue resolution, and service consistency.
  • Collect, analyse, and summarise customer feedback, complaints, and satisfaction levels.
  • Identify trends and recurring issues affecting customer perception and experience.

Continuous Improvement & Coordination

  • Assist in continuous improvement initiatives by proposing communication and service enhancements based on customer insights.
  • Coordinate with Operations, Technical, Service, and Supply Chain teams to implement improvement actions.
  • Follow up on corrective actions and ensure timely closure.

Reporting & Documentation

  • Prepare customer experience reports, service performance summaries, and improvement tracking updates.
  • Maintain proper documentation of customer interactions, feedback, and resolutions.
  • Support management in customer review meetings and internal discussions.

Customer Satisfaction & Retention

  • Assist in handling customer complaints in a professional and empathetic manner.
  • Support customer retention initiatives through consistent communication and proactive engagement.
  • Ensure a positive and consistent Coffeebot brand experience for clients.

Job Requirements

  • Diploma or Bachelor's Degree in
    Mass Communication, Communication Studies, Public Relations, Media Studies
    , or related fields.
  • Fresh graduates are encouraged to apply
    ; experience in customer service or client handling is an added advantage.
  • Strong written and verbal communication skills in English and Bahasa Malaysia.
  • Good presentation, reporting, and interpersonal skills.
  • Ability to analyse feedback and convert insights into improvement actions.
  • Basic knowledge of MS Excel, reporting tools, and documentation.
  • Willingness to learn operations-related processes in a coffee vending machine environment.

Key Competencies

  • Excellent Communication & Listening Skills
  • Customer Experience Mindset
  • Analytical Thinking (Feedback & Insights)
  • Coordination & Follow-Up
  • Attention to Detail
  • Professional Brand Representation

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