2022 Digital Experience Protégé Trainee null

Job Purpose

To be involved and help to execute, implement, coordinate and monitor the Group Customer Service & Experience policy, procedure and processes, activities and initiatives, events and programmes, functions and day-to-day operations within the Group Customer Service & Experience i.e. CSE Office, Continuous Experience Improvement, Customer Experience Governance, Performance Management, Retail Operations and Touchpoint Operations.

Responsibilities

• Support the alignment, implementation and enhancement of the Group Customer Service & Experience policy, process and procedures.
• Help to administer and implement the relevant processes, systems and enablers for Group Customer Service & Experience.
• Involve in the communication, conversation, engagement and interaction with Group Customer Service & Experience internal customers, external customers, vendors and third party.
• Assist staff and customers with any enquiries, requests, issues, concerns and problems within the Group Customer Service & Experience scope and Product & Services advisory, with diligent follow up and problem-solving mindset.
• Help to monitor and track Group Customer Service & Experience activities, timeline and milestone completion for follow up and action plan.
• Channel, escalate and update any arising issues, customer feedback or customer complaints to Immediate Superior, Unit Head or Department Head within Group Customer Service & Experience for decision making.

Requirements

• Bachelor’s Degree in Business Administration / Management /  Communication / Marketing / Customer Service Management or any related field
• Excellent interpersonal and communication (oral and written) skills
• Strong networking skills, high team spirit and ability to work effectively and collaborate well with others
• Proficient / Fluent in English and Bahasa Malaysia. Mandarin-speaking is an added advantage.
• Computer Literacy in Basic Microsoft Office Skills – Microsoft Word, Excel and PowerPoint
• Proactive, high energy, enthusiastic and dynamic
• Resourceful, high initiative and creative thinking skills
• Enjoys working with people, outgoing, fun-loving with a positive attitude
• Good analytical skills, self-directed, result and performance-oriented to provide unmatched customer experience
• Passionate in interacting with customers to understand customers’ needs and delivering high standards of sales & customer experience