Customer Experience Specialist: End-to-End Care & CRM

Henkel Corporation; Petaling Jaya; On-site; MYR 48,000 - 72,000; Full time

Job summary

Henkel Corporation is seeking a customer service professional to be the single point of contact for customers, managing end-to-end interactions and coordinating across internal teams. You will handle OTC/CSM activities and document customer interactions in the CRM system.

Responsibilities include driving customer satisfaction, collecting feedback for improvement, and collaborating with Supply Chain and GBS+ to meet commitments and standards.

Qualifications

• Experience delivering customer service across channels.
• Ability to collect and relay feedback for process improvement.
• Strong communication and problem-solving skills.

Responsibilities

• Be single point of contact for customers, ensuring a seamless experience.
• Run OTC and CS Mgt activities with a focus on customer interaction.
• Capture Voice of Customer and report trends to drive improvements.
• Enter CRM data after each customer contact to maintain quality data.
• Collaborate with internal partners to meet customer expectations and supply chain needs.
• Support continuous improvement and SOP adherence to standard processes.

Skills

Customer service

CRM data entry

Stakeholder collaboration

Tools

SAP

Service Cloud

Job description

Henkel Corporation is seeking a customer service professional to be the single point of contact for customers, managing end-to-end interactions and coordinating across internal teams. You will handle OTC/CSM activities and document customer interactions in the CRM system.

Responsibilities include driving customer satisfaction, collecting feedback for improvement, and collaborating with Supply Chain and GBS+ to meet commitments and standards.