Customer Experience Executive

Alpro Pharmacy; Seremban; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading pharmacy in Malaysia is seeking a Customer Experience Specialist to oversee and enhance the customer journey across all touchpoints. The role involves gathering feedback, collaborating with various teams, and supporting initiatives aimed at improving customer satisfaction. Candidates should have a Diploma or Degree in Business Administration or a related field, with strong communication skills in English and Malay, and an analytical mindset. Prior experience in customer service is an advantage.

Qualifications

• Strong communication and interpersonal skills in English and Malay; Mandarin proficiency is an advantage.
• Proficient in Microsoft Office and Google Workspace; familiarity with CRM or customer feedback tools is a plus.
• Prior experience in customer experience or customer service preferred.

Responsibilities

• Oversee and enhance the overall customer journey.
• Gather and analyze customer feedback to identify trends.
• Collaborate with internal teams to deliver seamless service.
• Support the design and implementation of customer experience initiatives.

Skills

Strong communication in English and Malay

Analytical mindset

Customer empathy

Education

Diploma or Degree in Business Administration, Communications, Marketing

Tools

Microsoft Office

Google Workspace

Job description

Job Responsibilities

• Oversee and enhance the overall customer journey to ensure a positive experience across all touchpoints.
• Gather and analyze customer feedback to identify pain points, trends, and improvement opportunities.
• Collaborate with internal teams (sales, marketing, operations, customer support) to deliver seamless service.
• Support the design and implementation of customer experience initiatives, loyalty programs, and engagement activities.
• Monitor service KPIs, customer satisfaction scores, and prepare reports for management review.
• Handle escalated cases with empathy, ensuring timely resolution and customer satisfaction.
• Contribute to the development and improvement of SOPs, training, and service guidelines.
• Stay updated on industry best practices to propose innovative ways to improve customer experience.

Job Requirements

• Diploma or Degree in Business Administration, Communications, Marketing, or a related field.
• Strong communication and interpersonal skills in English and Malay; Mandarin proficiency is an advantage.
• Analytical mindset with the ability to translate customer insights into actionable improvements.
• Proficient in Microsoft Office and Google Workspace; familiarity with CRM or customer feedback tools is a plus.
• Customer-focused, empathetic, and able to handle challenging situations with professionalism.
• Prior experience in customer experience, customer service, or client relations will be an added advantage.