Customer Quality Experience Executive (fresh graduated are welcome)

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

Job summary

A leading delivery service company in Kuala Lumpur is seeking a Customer Quality Experience Executive to improve customer service through effective feedback analysis and cross-functional collaboration. The role requires at least one year of experience in customer service or quality assurance, alongside a Bachelor's Degree or Diploma. Strong analytical, problem-solving, and communication skills are essential in this full-time position, where you will drive initiatives to enhance customer journeys and service quality.

Qualifications

• Minimum 1 year of relevant experience in customer service or quality assurance.
• Proficient in Microsoft Office and comfortable with data reporting.
• Strong analytical and critical-thinking skills.

Responsibilities

• Collect and consolidate customer feedback from various channels.
• Conduct analysis of customer experiences to identify trends.
• Collaborate with teams to implement service improvement initiatives.

Skills

Analytical skills

Problem-solving

Interpersonal skills

Communication in English

Detail-oriented

Education

Bachelor's Degree or Diploma

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

Customer Quality Experience Executive (fresh graduated are welcome)

About the role At J&T EXPRESS (MALAYSIA) SDN. BHD., we are seeking a talented and dedicated Customer Experience Executive to join our team in the 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.