Customer Experience & Feedback Specialist

Sime Industrial; Selangor; On-site; MYR 40,000 - 67,000; Full time

Job summary

Jora Malaysia is seeking a diligent Survey Coordinator to drive customer satisfaction calls and collect actionable feedback. You will verify survey samples, review past interactions, and escalate critical cases to branch heads while maintaining clean records in AX and preparing bi-weekly performance reports.

The role requires a Diploma in Business Administration with 4+ years of related experience, strong IT skills, and fluency in English and Bahasa Melayu; knowledge of Chinese is advantageous.

Qualifications

• Diploma in Business Administration or related field with relevant experience.
• Strong communication and analytical skills are required.
• Proficiency in English and Bahasa Melayu; Chinese is a plus.
• Proficient IT skills and ability to manage data in MS Office and AX.

Responsibilities

• Contact customers to conduct satisfaction surveys and record feedback.
• Ensure sufficient survey samples for customer calls.
• Follow up on verbatim feedback from QR surveys when needed.
• Escalate at-risk or vulnerable cases to Branch Head for action.
• Communicate feedback and improvement suggestions to branches.
• Review invoices and prior survey feedback to understand history.
• Save survey submissions as PDFs and submit to Ipsos.
• Escalate negative feedback via SalesLink for visibility and action.
• Prepare bi-weekly Excel reports highlighting No Answer / Answering Machine / Bad Contact.
• Maintain accurate influencer contact information in AX for data reliability.

Skills

Customer communication

Analytical thinking

Organizing skills

English & Bahasa Melayu fluency

Chinese language proficiency

Education

Diploma in Business Administration

Tools

Microsoft Office

Microsoft Dynamics AX

Job description

Jora Malaysia is seeking a diligent Survey Coordinator to drive customer satisfaction calls and collect actionable feedback. You will verify survey samples, review past interactions, and escalate critical cases to branch heads while maintaining clean records in AX and preparing bi-weekly performance reports.

The role requires a Diploma in Business Administration with 4+ years of related experience, strong IT skills, and fluency in English and Bahasa Melayu; knowledge of Chinese is advantageous.