Customer Experience Lead - Flexible Hybrid Role

Henkel

Petaling Jaya

Ibrido

MYR 56.000 - 89.000

Tempo pieno

5 giorni fa

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Generatore di candidature

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Vantaggi offerti da questo lavoro

Flexible hours

Hybrid work

Global growth opportunities

Wellbeing programs

Parental leave

Employee share plan

Medical coverage

Dental, eye screening

Product discounts

EPF contribution

Descrizione del lavoro

Henkel is seeking a Customer Service Expert to own the end-to-end customer journey for its client base in Malaysia. You will act as the single point of contact, manage OTC and CSM activities, and support the Voice of Customer initiatives while collaborating with CSX, CoE, GBS+, and Supply Chain teams.

The role emphasizes customer experience, data accuracy in the CRM, and continuous improvement to drive retention and new business opportunities.

Competenze

Bachelor’s degree or above.
2-5 years of experience in Customer Service / Supply Chain / Sales.
Experience in MNC / industrial / manufacturing environments (e.g., Chemical, Electronics, Semiconductor, FMCG B2B).

Mansioni

Act as a single point of contact for customers and manage end-to-end customer journey.
Run Order-to-Cash (OTC) and Customer-Service-Mgt (CSM) with a focus on customer interactions.
Contribute Voice of Customer insights by reporting on client interactions and collecting feedback.
Enter CRM data after each contact to build call plans and drive customer retention.
Collaborate with internal partners (CSX, CoE, GBS+, Supply Chain) to meet expectations.
Support customer experience initiatives and differentiate service by segmentation and SLAs.
Plan daily/weekly/monthly activities to ensure productivity and KPI achievement.