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Customer Experience Manager

HR2O Asia
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Undisclosed

Kuala lumpur

Full-Time

Job Description

  • Track, oversee and optimize all customer interactions.
  • Ideate, plan, develop and manage the customer service process, mechanism, policies and experience.
  • Design and implement changes and new practices accordingly.
  • Work with internal departments to identify opportunities for case studies.
  • Plan the training and standardization of service delivery.
  • Manage customer ‘life cycle’, which includes all the steps customers go through when interacting with the company to foster customer loyalty and increase customer satisfaction.
  • Coordinate activities with all other functions of the department. 
  • Establish and monitor service KPIs.
  • Develop analysis tools (i.e. best practice and quality assurance surveys and customer feedback), monitor and analyse results.
  • Build a strong customer relationship management (CRM) strategy to ensure customer satisfaction.
  • Manage and monitor daily orders and assignments while leading the customer experience team (i.e. customer enquiries, disputes, etc.).


Job Requirements

  • A Bachelor's degree or equivalent work experience.
  • 5+ years of experience in marketing, customer service and analysis of customer data.
  • Able to speak and write in Mandarin  
  • Solid experience in knowledge in using ZenDesk and/or Freshdesk.
  • Excellent writing skills in English and Bahasa Malaysia (free of grammatical errors).
  • Experience in recommending and using Customer Support tools, procedures, processes, and metrics.
  • Excellent customer relationship and written and oral communication skills.
  • Ability to professionally manage and resolve customer enquiries and grievances.
  • Good time-management skills.
  • Ability to multitask.
  • Critical-thinker and problem-solver.
  • Team player.



Additional Info

Experience Level

1 - 7 Years of Experience

Job Specialisation

Customer Service


Company Profile

HR2O Asia-logo-image

HR2O Asia

Your sustainable recruitment partner


HR2O is a recruitment agency designed to be different. We aim to be your dedicated talent resource partner in an ever progressing and evolving world of work.  We also believe there can be a direct positive link between the business world and the world we live in. And we plan on making both a better place.

                                      Our process

At the very heart of successful talent recruitment lies a deep understanding of our clients, knowing our talents and the ability to link both effectively. We’ve combined this methodology with our years in the industry trenches to develop a unique and highly effective approach to recruitment that works. And we’d love to take you through it.

                              Our environmental ethos

We’re shifting the paradigm by building corporate social responsibility into our very unique business model. This means that every business partnership we enter into will add a direct positive impact on the environment. The more business we do, the more mother earth benefits.

Visit our website for more informations www.hr2oasia.com

company-logo-image

Customer Experience Manager

HR2O Asia

Undisclosed

Kuala lumpur

Full-Time

This job is no longer available