FEEDBACK OFFICER

Bateriku; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A customer experience solutions provider located in Shah Alam, Malaysia is seeking a dedicated individual to enhance customer satisfaction through performance metrics tracking and survey support. Responsibilities include maintaining procedural documents, supporting complaints workflows, and generating performance insights. The ideal candidate has a strong background in data analysis and customer experience metrics, ensuring accurate reporting and maintaining high operational standards.

Qualifications

• Experience with customer experience metrics and tracking.
• Familiarity with standard operating procedures and documentation.
• Ability to generate performance insights from data.

Responsibilities

• Document best practices and operational procedures.
• Support the Engagement/Survey Team with online surveys.
• Assist in tracking and analyzing customer satisfaction metrics.
• Generate performance reports for leadership.

Skills

Data analysis

Version control

Customer satisfaction metrics

Survey management

Job description

• Document best practices, standard operating procedures (SOPs), and common resolutions.
• Work with the Complaints Team to refine and update complaint-handling workflows.
• Maintain version control of procedural documents.
• Support the Engagement/Survey Team in developing and maintaining online customer satisfaction surveys.
• Assist the Engagement/Survey Team in conducting surveys and collecting customer responses.
• Maintain and clean online survey data.
• Assist in tracking and analyzing CX performance metrics (eg, CSAT, NPS, complaint resolution time).
• Generate performance reports and insights for CX leadership.
• Ensure all reported data is accurate and complies with company standards.
• Assist in conducting periodic audits of complaint resolution times and outcomes.
• Work with the CX Analyst to identify trends in complaints and provide insights for management decisions.
• Participate in process improvement discussions based on data-driven analysis.
• Assist in training new team members on updated complaint resolution methods.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.

By creating an email alert, I agree to Jora's Terms and Privacy Policy and can unsubscribe anytime. If I'm below legal age requirements, I have parental consent for Jora to process my data.