Customer Experience & Relationship Specialist

HENKEL (MALAYSIA) SDN. BHD.; Selangor; On-site; MYR 33,000 - 67,000; Full time

Job summary

Henkel Malaysia is seeking a customer experience professional to act as the single point of contact for customers, delivering a stress-free, professional experience and maintaining trustful relationships. You will drive tasks across order-to-cash, customer service management, and after-contact follow-ups to meet expectations.

Key duties include coordinating with internal teams (CSX, CoE, GBS+, Supply Chain), recording CRM data after every contact, handling complex queries, and supporting

Responsibilities

• Act as a single point of contact for customers, delivering a stress-free and professional experience.
• Run Order-to-Cash (OTC) and Customer-Service-Mgt (CSM), focusing on customer interaction activities.
• Capture and report Voice of Customer insights to improve customer satisfaction and retention.
• Enter CRM data after each interaction to enable accurate call planning and data quality.
• Provide quality service while addressing complex queries to minimize disruption.
• Collaborate with internal partners (CSX, CoE, GBS+, Supply Chain) to align priorities.
• Support customer experience initiatives, tools and processes, and differentiation by segmentation and service levels.
• Identify opportunities for continuous improvement to enhance efficiency and customer experience.
• Prioritize workload and monitor KPIs to improve performance.
• Utilize SAP and Service Cloud or similar systems and contribute to system improvements.
• Plan daily/weekly/monthly activities to ensure business continuity and customer satisfaction.
• Comply with Henkel corporate standards, SHE and sustainability requirements.

Job description

Henkel Malaysia is seeking a customer experience professional to act as the single point of contact for customers, delivering a stress-free, professional experience and maintaining trustful relationships. You will drive tasks across order-to-cash, customer service management, and after-contact follow-ups to meet expectations.

Key duties include coordinating with internal teams (CSX, CoE, GBS+, Supply Chain), recording CRM data after every contact, handling complex queries, and supporting