Customer Experience Manager

Job Description – Customer Experience Manager  

Our Client is looking for an experienced and passionate Customer Experience Manager to join their team! As a Customer Experience Manager, your main goal will be to lead the Customer Experience division in order to establish and support good client relationships. You will create policies and procedures and oversee the customer service provided by the team. The Customer Experience Manager will be responsible for the selection of staff in the hiring process and ensure that a standardized level of service is maintained for all customers.

Key Responsibilities:

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.).

Key Requirements:

A Bachelor's degree or equivalent work experience.

5+ years of experience in marketing, customer service and analysis of customer data.

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.

Ability to read and write in Mandarin would be an advantage.

Good time-management skills.

Ability to multitask.

Critical-thinker and problem-solver.

Team player.