Market Intelligence Officer

Singtel Group; Malacca City; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading telecommunications provider in Malaysia is seeking a Market Intelligence Officer who is detail-oriented and passionate about customer experiences. Responsibilities include conducting structured telephone interviews, engaging with customers to gather high-quality insights, and accurately processing collected data. The ideal candidate should have at least a Diploma in Business Administration, a strong customer service mindset, and proficiency in MS Office. This role offers a chance to make significant impacts on business decisions.

Qualifications

• Minimum 1 year of relevant experience in contact centre.
• Able to maintain natural conversations while following scripts.
• Willingness to learn new software and systems.

Responsibilities

• Conduct structured telephone interviews to gather insights.
• Record detailed interview notes in the database.
• Manage daily and weekly call lists independently.

Skills

Customer service mindset

Good English proficiency

Interpersonal skills

Detail-oriented

Ability to follow scripts

Proficient in MS Office

Education

Diploma or Degree in Business Administration

Job description

Market Intelligence Officer (Computer-Aided Telephone Interviewer) who is curious, detail-oriented, and passionate about understanding customer experiences. This role plays a key part in gathering valuable market insights that shape business decisions and improve customer outcomes.

Make an impact by:

• Conduct structured telephone interviews with current and former customers using prepared scripts to gather insights and experiences
• Engage customers professionally, clarify information, and probe effectively to ensure accurate, high-quality data
• Record detailed interview notes using standard templates and maintain complete records in the call centre database
• Transfer collected data accurately into the cloud-based research platform
• Identify and allocate customer complaints or issues to the Research Manager or Research Associate as required
• Manage daily and weekly call lists independently while meeting timelines and targets
• Adapt quickly to new tools, systems, and research methods, with a willingness to learn
• Support team operations through mentoring/buddy roles, ad-hoc projects, and other assigned duties

Skill for Success:

• At least Diploma or Degree in Business Administration, or a related discipline
• Minimum 1 year of relevant experience in contact centre
• Strong customer service mindset with good English proficiency and interpersonal
• Able to follow interview scripts while maintaining natural conversations
• Detail-oriented with the ability to capture accurate and comprehensive information during calls
• Willingness to learn new software and systems
• Proficient in MS Office and able to work independently

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