Junior Executive - Customer Relation Management

Job Scope

Guide and Handle the company’s Loyalty and Rewards Programme with the focus in increasing the level of customer service to a greater height with a remarkable rewarding programme. Candidate must be able to understand the CRM system well.

Duties and responsibilities

• Handling the Loyalty & Rewards programme call “MERIAH”

∙ Perfect understanding of the CRM loyalty system until able to be the source of referral by branches and management

∙ Overseeing and reacting to all queries and complaints via all channels of communication

∙ Monitoring the stocks holding of Meriah cards to ensure it tallies with all branches

∙ Tracking the weekly updates on Loyalty Reports from branches comprising of registrations, renewals, returns, refunds and etc

∙ Participation in handling Charity Shopping especially those which involves a high rank personnel

∙ Managing matters and campaigns relating to the Takaful insurance called “I-Meriah” which is manage by AmMetLife Takaful for MYDIN

∙ Working with the Marketing & Brands Communication division in drawing and executing Loyalty campaigns

∙ Identifying and approaching potential brands or companies to become Merchants for Meriah as part of adding values to the loyalty programme

∙ Carrying out administrative Business Development tasks and follow ups on partnerships with Financial Institutions

∙ Managing “On the Spot Redemption” (OTSR) activities

∙ Conducting periodical Training and Development for branches’ customer service staff to ensure branches are keeping up with new updates and rules as well as exchanging of feedbacks

∙ Compiling monthly, quarterly, annual reports and any campaigns reports for submission to the Head of Division and Higher Management

∙ Achieving the set target defined by management so that KPIs are being fulfilled

∙ Any other tasks assigned by the Head of Division or the Board of Directors from time to time

Qualifications

• Education

i. Degree holder or a Diploma Holder in relevant field.

• Skills

i. Advance knowledge and understanding of various digital file formats and printing

terminology

ii. Have an analytical mind coupled with a creative mind

• Abilities

i. Good interpersonal skill and able to communicate well within group.

ii. Strong leadership qualities

iii. Good planning and project management skills

iv. Positive mindset

• Personal Qualities

i. Strong interpersonal skills and demonstrably good at working within a team.

ii. Excellent communication skills and human management

iii. Strong analytical thinking and able to understand the overall direction of the company