General Information

Req #
Career area:
Customer Experience
Petaling Jaya
Saturday, June 15, 2024
Working time:
Additional Locations
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya
* Malaysia - Melaka - Melaka

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Description and Requirements

Summary: The Customer Experience(CX) Manager is responsible for identifying opportunities to enhance the customer experience across all touchpoints and driving impactful improvements in collaboration with cross-functional teams. This role will also handle high-level customer escalations and work to resolve complex issues to improve customer satisfaction.

Key Responsibilities

People Management

The CX manager will be responsible for leading and managing a team of 45 members that supports the Greater Asia Pacific Region. This role includes overseeing headcount planning, capacity planning, shift scheduling, and performance management.

From Customer engagement stand point below will be the key focus areas.

Customer Experience Strategy and Optimization:

  • Analyze customer feedback, usage data, and journey mapping to pinpoint pain points and opportunities for experience enhancement.
  • Partner with Technical Support, Field Service, Sales, and other teams to design and implement customer-centric solutions.
  • Develop and execute a roadmap for continuous customer experience improvements.
  • Measure the impact of experience initiatives and refine approach based on data and feedback.

Customer Escalation Management:

  • Manage the process for handling high-level customer escalations and complex issues.
  • Investigate root causes and work cross-functionally to develop effective resolutions.
  • Serve as the main point of contact for executive-level customer inquiries and complaints.
  • Identify trends in escalations and collaborate with teams to implement preventative measures.

Voice of the Customer:

  • Establish and oversee the collection of customer feedback through transactional surveys, NPS, and other channels.
  • Analyze customer data to uncover insights and identify areas for improvement.
  • Regularly communicate customer insights to stakeholders and ensure they are incorporated into decision-making.

Cross-Functional Collaboration:

  • Work closely with AP and WW teams to align on customer experience initiatives.
  • Provide customer experience training and guidance to empower employees to deliver exceptional service.

Qualification and Experience
  • Degree in IT or Business Administration or related discipline.
  • Ten-Twelve(10-12) years of relevant experience in working in contact center or support center environment leading team and in customer focal role.
  • Excellent communication and interpersonal skills.
  • Bi-lingual in Cantonese & English.

Additional Locations
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya
* Malaysia - Melaka - Melaka
* Malaysia
* Malaysia - Kuala Lumpur , * Malaysia - Melaka , * Malaysia - Selangor
* Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya , * Malaysia - Melaka - Melaka