Officer, Customer Experience

SIME DARBY INDUSTRIAL SDN BHD; Puchong; On-site; MYR 45,000 - 67,000; Full time

Job summary

Sime Darby Industrial Division is seeking a detail-oriented professional to contact customers for satisfaction surveys and accurately record feedback to support CRM activities.

You will ensure sufficient survey samples, handle QR-code feedback, and escalate at-risk cases to branch heads. Review invoices and past survey data to understand transaction history and service experience. Save surveys as PDFs for records and assist in maintaining AX contact data.

Qualifications

• Diploma in Business Administration or related field with at least 4 years of experience.
• Proficient in IT with good command of Microsoft Office programs.
• Knowledge in Microsoft Dynamics AX will be an added advantage.
• Good interpersonal communication skills and analytical thinking.
• Positive aptitude and attitude.
• Good organizing skills.
• Fluent in spoken and written English and Bahasa Melayu.
• Proficiency in Chinese language is an added advantage.

Responsibilities

• Contact customers to conduct customer satisfaction surveys and accurately record their feedback, comments, and suggestions.
• Ensure sufficient survey samples are available to support the required customer calls.
• Contact customers regarding verbatim feedback received through QR code surveys when a call-back is required.
• Escalate cases involving At-Risk or Vulnerable Customers to the respective Branch Head before submitting the survey.
• Communicate customer feedback requiring attention to the relevant branch, including improvement suggestions from loyal customers, to support timely service recovery and effective customer relationship management.
• Review customers' invoices and previous survey feedback before conducting the survey to gain a better understanding of their transaction history, previous concerns, and service experience.
• Save completed survey submissions in PDF format for proper record-keeping and future reference before submitting them to Ipsos.
• Escalate negative customer feedback through SalesLink to ensure proper visibility, follow-up, and corrective action by the relevant Branch Heads and Sales Representatives.
• Prepare and submit bi-weekly Excel reports to Branch Heads highlighting cases categorized as No Answer, Answering Machine, and Bad Contact.
• Assist in maintaining accurate and up-to-date customer contact information in AX, particularly the influencer contact information, to ensure the reliability of customer data for survey and communication purposes

Skills

Interpersonal communication

Analytical thinking

Organizational skills

Positive attitude

English fluency

Bahasa Melayu fluency

Education

Diploma in Business Administration

Tools

Microsoft Office

Microsoft Dynamics AX

Job description

Contact customers to conduct customer satisfaction surveys and accurately record their feedback, comments, and suggestions

Ensure sufficient survey samples are available to support the required customer calls

Contact customers regarding verbatim feedback received through QR code surveys when a call-back is required

Escalate cases involving At-Risk or Vulnerable Customers to the respective Branch Head before submitting the survey

Communicate customer feedback requiring attention to the relevant branch, including improvement suggestions from loyal customers, to support timely service recovery and effective customer relationship management

Review customers' invoices and previous survey feedback before conducting the survey to gain a better understanding of their transaction history, previous concerns, and service experience

Save completed survey submissions in PDF format for proper record-keeping and future reference before submitting them to Ipsos

Escalate negative customer feedback through SalesLink to ensure proper visibility, follow-up, and corrective action by the relevant Branch Heads and Sales Representatives

Prepare and submit bi-weekly Excel reports to Branch Heads highlighting cases categorized as No Answer, Answering Machine, and Bad Contact

Assist in maintaining accurate and up-to-date customer contact information in AX, particularly the influencer contact information, to ensure the reliability of customer data for survey and communication purposes

Job Requirements

Diploma in Business Administration or a related field, with at least 4 years of relevant working experience

Proficient in IT with a good command of Microsoft Office programs

Knowledge in Microsoft Dynamics AX will be an added advantage

Good interpersonal communication skills and analytical thinking

Positive aptitude and attitude

Good organizing skills

Fluent in spoken and written English and Bahasa Melayu

Proficiency in Chinese language is an added advantage

Sime Darby Industrial Division is one of the world’s largest Caterpillar dealer, with Caterpillar dealerships across more than 110 branches in 10 countries throughout the Asia Pacific region. As a business entity, Sime Darby Industrial is capable of offering a comprehensive variety of equipment and services, from sales of new machines, engines or used equipment to rental and providing the full range of product support and financing services.

Sime Darby Industrial Division is one of the world’s largest Caterpillar dealer, with Caterpillar dealerships across more than 110 branches in 10 countries throughout the Asia Pacific region. As a business entity, Sime Darby Industrial is capable of offering a comprehensive variety of equipment and services, from sales of new machines, engines or used equipment to rental and providing the full range of product support and financing services.