Customer Experience Specialist (Japanese speaking)

Henkel AG & Co. KGaA; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in the consumer goods sector is looking for a Service Delivery Manager in Kuala Lumpur. The role involves managing service delivery processes, collaborating with various departments, and ensuring a positive customer experience through effective customer feedback analysis and continuous improvement initiatives.

Qualifications

• Experience in service delivery management is important.
• Ability to analyze customer feedback and manage CRM data.
• Strong collaboration and communication skills are required.

Responsibilities

• Manage service delivery activities, ensuring customer satisfaction.
• Analyze customer feedback and prioritize customer needs.
• Collaborate with internal departments to meet expectations.

Skills

Customer-Centric Mindset

Data Management

Collaboration

Time Management

Continuous Improvement

Tools

SAP

Service Cloud

Job description

About this Position

Accountable for service delivery management, ensuring agility and reliability, supporting an excellent customer experience. Collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you'll do

• Service Delivery: Make complex decisions related to service delivery activities without direct customer interaction, maintaining a customer-centric mindset in stakeholder interactions (setting and meeting expectations, ensuring a stress-free experience, maintaining professionalism).
• Delivery Management: Responsible for creating (automated and manual), modifying, and monitoring deliveries (daily delivery checks and error logs). Orchestrate and prioritize customer needs against Supply Chain capabilities to fulfill orders while minimizing costs.
• Voice of Customer: Analyze customer feedback to understand segments, trends, needs, and expectations. Build trust and relationships by providing relevant service delivery information to the CSX team for a superior customer experience.
• CRM Data Management: Enter relevant information into the CRM system after each customer contact to ensure data quality for retention and business development. Schedule follow-up actions.
• Customer Service Operations: Support indirect customer service by identifying opportunities for new business or retention, resolving issues, and managing data. Prioritize cases based on segmentation, delivery priority, and policies.
• Collaboration: Work closely with internal and external partners (Customer Service, Center of Excellence, Supply Chain, IT) via Service Cloud, aligning priorities to meet customer expectations and monitor commitments.
• Customer Experience Initiatives: Support the implementation of customer experience projects, tools, and processes, including testing via the CSX organization.
• Continuous Improvement: Regularly review operations and generate ideas for improvement.
• Performance Management: Manage personal workflow to meet productivity, quality, and timeliness standards, using KPIs and performance systems.
• Supporting Systems: Use and provide feedback on customer service tools (SAP & Service Cloud) to improve systems.
• Time Management: Plan activities to ensure business continuity, efficiency, and customer satisfaction.
• Compliance: Adhere to company standards, SHE, and sustainability requirements.