Officer, Customer Experience

Sime Industrial; Selangor; On-site; MYR 40,000 - 67,000; Full time

Job summary

Jora Malaysia is seeking a diligent Survey Coordinator to drive customer satisfaction calls and collect actionable feedback. You will verify survey samples, review past interactions, and escalate critical cases to branch heads while maintaining clean records in AX and preparing bi-weekly performance reports.

The role requires a Diploma in Business Administration with 4+ years of related experience, strong IT skills, and fluency in English and Bahasa Melayu; knowledge of Chinese is advantageous.

Qualifications

• Diploma in Business Administration or related field with relevant experience.
• Strong communication and analytical skills are required.
• Proficiency in English and Bahasa Melayu; Chinese is a plus.
• Proficient IT skills and ability to manage data in MS Office and AX.

Responsibilities

• Contact customers to conduct satisfaction surveys and record feedback.
• Ensure sufficient survey samples for customer calls.
• Follow up on verbatim feedback from QR surveys when needed.
• Escalate at-risk or vulnerable cases to Branch Head for action.
• Communicate feedback and improvement suggestions to branches.
• Review invoices and prior survey feedback to understand history.
• Save survey submissions as PDFs and submit to Ipsos.
• Escalate negative feedback via SalesLink for visibility and action.
• Prepare bi-weekly Excel reports highlighting No Answer / Answering Machine / Bad Contact.
• Maintain accurate influencer contact information in AX for data reliability.

Skills

Customer communication

Analytical thinking

Organizing skills

English & Bahasa Melayu fluency

Chinese language proficiency

Education

Diploma in Business Administration

Tools

Microsoft Office

Microsoft Dynamics AX

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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