Overview

• Salary

  7,000 MYR ~ 8,000 MYR

• Industry

  Retail/Distribution(Fashion&Apparel)

• Job Description

  - Mapping ideal Customer Journey ensuring internal (Employee) & external customers experiencing amazing journey along interactions with the organization.
  
  - Compiling feedbacks through all available mediums including Social Media Sentiments, NPS surveys, CSAT, Customer effort survey, Focus Group and Research. Analyzing feedback to cater proper customer value propositions that well recognized by customers.
  
  - Build ideal e-commerce and Retail awareness & present through website, social media, operations email and Point of Sale materials (POSM). Develop excellence digital journey to increase profit and hassle-free platform to customers.
  
  - Build standard operating procedure for Return & Refund processes that reduce risk to business due to fraudulent request and provide hassle-free experience to customers.
  
  - Provide reporting and analysis of Return & Refund performance to top management. Simultaneously to perform monthly reporting for Seller performance and identify concern through customer feedback.
  
  - Setting up best practice in Warehouse including 5S activities and frequent briefing, coaching and training. Ensuring the team has at least 1 Kaizen initiative every month, for process continuous improvement.
  
  - Reporting to the Vice President of Customer Service. To define and deploy activities to deliver experiences that customers love for life. Overseeing the Customer Experience Department and ensure assessments are carried out, action plans are developed to rectify issues, and compliance targets are achieved.
  
  - Good grasp of Customer Experience and capable of drawing customer journeys and design principles. Up to date on CE best practices in CM industry and across by analyzing data through CE insights
  
  - Responsible for customer escalation, resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
  
  - Understand customer purchasing and quality specifications and assure compliance or obtains deviations/waivers as necessary
  
  - Coordinate with various functions within the company to ensure requests are handled appropriately and in a timely manner.
  
  - Coordinates as necessary with other functional areas including but not limited to Operations Planning, Quality and Reliability and Customer Experience
  
  - Improves quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  
  • To set up and maintain all non-financial reporting structures and analyses processed data, in order to provide management with high quality information on the performance of customer service operations.
  
  • To provide impact analyses of possible changes and advise on improvement opportunities.
  
  • At any time and anywhere perform the activities and display the behaviors that are designed to deliver distinctive Customer Experience. These activities and the behaviors are highlighted in the "Delighting Customers" core competency and in any additional Customer Experience behavioral guideline applicable to the role.
  
  • To set up and maintain all non-financial reporting structures and analyses processed data, in order to provide management with high quality information on the performance of customer service operations.
  
  • To provide impact analyses of possible changes and advise on improvement opportunities.
  
  • At any time and anywhere perform the activities and display the behaviors that are designed to deliver distinctive Customer Experience. These activities and the behaviors are highlighted in the "Delighting Customers" core competency and in any additional Customer Experience behavioral guideline applicable to the role.