CUSTOMER EXPERIENCE COORDINATOR (CXC)

JOB SUMMARY

The Customer Experience Coordinator (CXC) is responsible for managing and enhancing the overall customer experience throughout their journey with the company. This role focuses on ensuring customers receive exceptional service, coordinating communication, resolving inquiries, and contributing to an improved brand reputation. The CXC collaborates with various departments to ensure a smooth flow of information and services, addressing any issues or concerns promptly.

KEY RESPOSIBILITIES:

1. Customer Interaction:

Serve as the first point of contact for customers, addressing inquiries and guiding them through processes related to products or services.

Handle both in-person and remote interactions, ensuring each customer feels valued and heard.

Communicate product information, promotions, and service updates to customers in a clear and effective manner.

2. Customer Support & Issue Resolution:

Address customer complaints or concerns by providing timely and appropriate solutions.

Liaise between customers and other departments (sales, service, finance, etc.) to resolve issues and ensure customer satisfaction.

Escalate complex cases to appropriate teams for resolution.

3. Customer Journey Management:

Manage and track key touchpoints in the customer journey, from pre-sale to post-sale stages.

Ensure consistent communication and follow-up with customers to ensure they are well-informed about their purchases and services.

Collect and analyze customer feedback to continuously improve customer satisfaction.

4. Coordination with Internal Teams:

Work closely with sales, marketing, and service departments to ensure alignment in customer communications and service delivery.

Provide insights to management on customer trends, needs, and challenges based on feedback and interactions.

5. Administrative Tasks:

Maintain accurate customer records and interaction logs in CRM systems.

Generate reports on customer experience metrics, providing data-driven insights to improve processes.

Assist in planning and executing customer appreciation events or initiatives.

6. Continuous Improvement:

Stay up to date with product knowledge, customer service trends, and feedback management techniques.

Suggest ways to improve customer experience through process enhancements or technology adoption.

QUALIFICATIONS:

Education: Bachelor’s degree in business, marketing, communications, or a related field is preferred.

EXPERIENCE:

Minimum 2-3 years of experience in customer service, customer experience, or a similar role.

Automotive industry experience is a plus.

SKILLS:

Strong communication and interpersonal skills.

Ability to manage multiple tasks and prioritize effectively.

Proficiency in CRM systems and Microsoft Office Suite.

Problem-solving skills and a customer-centric mindset.

Ability to work independently and within a team.

KEY COMPENTENCIES:

Customer Focus: Prioritizing customer satisfaction and building long-term relationships.

Adaptability: Ability to handle various customer situations with poise and professionalism.

Attention to Detail: Ensuring all customer information and processes are handled with accuracy.

Teamwork: Ability to collaborate with colleagues and share insights that benefit the overall customer experience.

Job Type: Full-time

Pay: From RM2,500.00 per month