Customer Experience Specialist

JT Express; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A logistics company is looking for a Customer Experience Specialist in Kuala Lumpur. This full-time role involves collecting customer feedback, analyzing their experiences to identify trends, and collaborating with teams to enhance service quality. The ideal candidate should have at least one year of relevant experience and a degree in a related field. Strong analytical and communication skills are essential, with proficiency in English and/or Bahasa Malaysia. Recent graduates are encouraged to apply.

Qualifications

• Minimum 1 year of relevant experience in customer service or customer experience.
• Proficiency in English and/or Bahasa Malaysia required.
• Ability to translate customer feedback into actionable insights.

Responsibilities

• Collect and consolidate customer feedback from various channels.
• Analyze customer experiences to identify trends and pain points.
• Present detailed reports and insights to management.

Skills

Strong analytical skills

Problem-solving skills

Excellent communication skills

Detail-oriented

Education

Bachelor’s Degree or Diploma in related courses

Tools

Microsoft Office

Job description

Customer Experience Specialist (fresh graduated are welcome) - Bangsar

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.

Interested candidate please email your resume to******@jtexpress.my

We regret only shortlisted candidate will be notified.

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