Customer Experience Officer - Malaysia - Comfort Works

Description

The Role

Comfort Works is looking for an enthusiastic and dedicated customer experience officer to enhance our customer experiences for the Western market. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.

Key Responsibilities:

Tracking Customer Experiences:

• Monitor and track customer experiences across online and offline channels, devices, and touchpoints.
• Handle customer interactions via phone calls, email, social media, or chat applications.
• Respond to customer queries in a timely and effective manner, ensuring a high level of customer satisfaction.
• Align customer experience strategies with marketing initiatives and inform customers about new product features and functionalities.

Feedback Analysis and Reporting:

• Analyse customer feedback on product ranges and new releases.
• Prepare reports summarising customer feedback and suggesting improvements.

Proactive Customer Engagement:

• Identify customer needs and take proactive steps to maintain positive experiences.
• Perform product tests, evaluate after-sales and support services, and facilitate improvements.

Documentation and Collaboration:

• Document processes, log technical issues, and record customer compliments and complaints.
• Collaborate with IT developers, production, marketing, and sales teams to enhance customer services and brand awareness.

Continuous Improvement:

• Stay informed of industry trends and new CRM technologies.
• Contribute to the development and implementation of strategies for continuous improvement in customer experience.

The Requirements:

• Fluent in English.
• At least 2 years' experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Familiar with G-Suite.
• Exceptional interpersonal skills and a client-centered approach.
• Great organisational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

The Company:

Comfort Works is a globally recognised E-commerce brand that manufactures custom sofa covers for furniture brands such as IKEA, Muji, Pottery Barn, West Elm, Crate and Barrel and many more.

After 10 years in the business and 1 million homes covered, we still maintain our customer first philosophy and our 5 star rating.

Perks and Benefits:

• Competitive Base Salary with attractive benefits package.
• Hybrid working arrangements (3 days in office, 2 days WFH).
• Strong career progression opportunities.
• Work in an environment that values trust and autonomy
• Company Laptop & all the latest gadgets.
• Parking Allowance & MRT near the office.
• Casual Working Environment with snacks and a swimming pool.
• Opportunities to branch into other fields such as product management, growth or digital marketing.