Job Description

Job Summary

The role supports customer experience (CX) operations by documenting SOPs, maintaining workflows, and ensuring accurate data management. Responsibilities include assisting the Complaints and Engagement/Survey teams, managing and cleaning survey data, tracking CX metrics (CSAT, NPS, resolution time), generating performance reports, and identifying complaint trends. The role also supports audits, process improvements, training of new team members, and performs other assigned tasks.

Job Responsibilities

1. Document best practices, standard operating procedures (SOPs), and common resolutions.

2. Work with the Complaints Team to refine and update complaint-handling workflows.

3. Maintain version control of procedural documents.

4. Support Engagement/Survey Team to develop and maintain online customer satisfaction surveys

5. Assist Engagement/Survey Team to conduct surveys and collect responses from customers

6. Maintain and clean online survey data

7. Assist in tracking and analyze CX performance metrics (e.g., CSAT, NPS, complaint resolution time).

8. Generate performance reports and insights for CX leadership.

9. Ensure all reported data is accurate and complies with company standards.

10. Assist to conduct periodic audits of complaint resolution times and outcomes.

11. works with CX Analyst in identifying trends in complaints and provide insights for management decisions.

12. Participate in process improvement discussions based on data-driven analysis.

13. Assist in training new team members on updated complaint resolution methods.

14. Any other job assigned.

Job Requirements

1. Bachelor's degree in Business Administration, Information Management, Communications, or a related field

2. Certification in Knowledge Management, Data Analysis, or Process Improvement is a plus

3. 1-2 years of experience in knowledge management, data analysis, or customer experience roles

4. Experience with knowledge management systems or content management platforms

5. Familiarity with customer service operations and complaint handling processes

6. Experience with data collection, analysis, and reporting tools

7. Exposure to survey administration and customer feedback analysis is advantageous

Job Type: Full-time

Pay: RM2,200.00 - RM2,500.00 per month

Benefits:

Additional leave Free parking Health insurance
Work Location: In person