We are seeking a talented and dedicated Customer Quality Experience Executive to join our team in our Bangsar Kuala Lumpur office. This full-time role will play a vital part in delivering exceptional customer service and ensuring the satisfaction of our valued clients.

Key Responsibilities:

• Systematically collect and consolidate customer feedback from multiple channels, including satisfaction surveys, complaint tickets, social media comments, and direct customer interviews.
• Conduct in-depth analysis of both positive and negative customer experiences to identify trends, patterns, and pain points.
• Utilize structured problem-solving tools such as the “5 Whys” analysis to trace issues to their root causes.
• Collaborate with cross-functional teams (product, operations, quality, and service teams) to implement improvement initiatives.
• Monitor and track the effectiveness of corrective actions and service enhancements over time.
• Prepare and present detailed reports and insights to management, highlighting key findings, risks, and recommended actions.
• Proactively identify opportunities to optimize customer journeys and enhance overall service quality.

Requirements:

• Minimum 1 year of relevant experience in customer service, customer experience, or quality assurance.
• Bachelor’s Degree or Diploma holder in related courses.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and interpersonal skills in English and/or Bahasa Malaysia.
• Detail-oriented with the ability to translate customer feedback into actionable insights.
• Proficient in Microsoft Office (Excel, PowerPoint, Word) and comfortable with data reporting.

Interested candidate please email your resume to career@jtexpress.my

We regret only shortlisted candidate will be notified.