Customer Experience Specialist

J&T Express; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is seeking a Customer Experience Specialist. This role involves collecting customer feedback, analyzing experiences, and collaborating with teams to enhance service quality. Candidates should have at least 1 year of relevant experience and a Bachelor's Degree or Diploma. Strong analytical skills and proficiency in Microsoft Office are essential. Fresh graduates are encouraged to apply, as the company values passion for exceptional customer service.

Qualifications

• Minimum 1 year of relevant experience in customer service, customer experience, or quality assurance.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and interpersonal skills in English and/or Bahasa Malaysia.

Responsibilities

• Collect and consolidate customer feedback from multiple channels.
• Conduct in-depth analysis of customer experiences to identify trends.
• Collaborate with cross-functional teams for improvement initiatives.

Skills

Customer service

Analytical skills

Problem-solving

Communication skills

Detail-oriented

Education

Bachelor’s Degree or Diploma in related fields

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

Customer Experience Specialist (fresh graduated are welcome)

About the role

At J&T EXPRESS (MALAYSIA) SDN. BHD.', we are seeking a talented and dedicated Customer Quality Experience Executive to join our team in our Bangsar Kuala Lumpur office. This full‑time role will play a vital part in delivering exceptional customer service and ensuring the satisfaction of our valued clients.

Key Responsibilities

Systematically collect and consolidate customer feedback from multiple channels, including satisfaction surveys, complaint tickets, social media comments, and direct customer interviews.

Conduct in-depth analysis of both positive and negative customer experiences to identify trends, patterns, and pain points.

Utilize structured problem‑solving tools such as the “5 Whys” analysis to trace issues to their root causes.

Collaborate with cross‑functional teams (product, operations, quality, and service teams) to implement improvement initiatives.

Monitor and track the effectiveness of corrective actions and service enhancements over time.

Prepare and present detailed reports and insights to management, highlighting key findings, risks, and recommended actions.

Proactively identify opportunities to optimize customer journeys and enhance overall service quality.

Requirements

Minimum 1 year of relevant experience in customer service, customer experience, or quality assurance.

Bachelor’s Degree or Diploma holder in related courses.

Strong analytical, problem‑solving, and critical‑thinking skills.

Excellent communication and interpersonal skills in English and/or Bahasa Malaysia.

Detail‑oriented with the ability to translate customer feedback into actionable insights.

Proficient in Microsoft Office (Excel, PowerPoint, Word) and comfortable with data reporting.

If you are passionate about delivering exceptional customer service and contributing to the success of a dynamic organisation, we encourage you to apply for this exciting opportunity. Click the "APPLY NOW" button to start your journey with J&T EXPRESS (MALAYSIA) SDN. BHD'.