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Major Group
2
Professionals
Sub-Major Group
24
Business and Administration Professionals
Unit Group
2432
Public Relations Professionals
Minor Unit Group
MASCO Code
2432-09
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Consumer Experience Specialist is responsible for improving and managing the overall experience of consumers with products, services, or brands. This role focuses on ensuring customer satisfaction and loyalty by overseeing the customer journey, addressing inquiries or complaints, and identifying opportunities to enhance engagement and retention. They work to create seamless, positive interactions that strengthen the relationship between consumers and the organisation.
Tasks
Handle customer inquiries and complaints across multiple communication channels, and resolve or escalate issues appropriately.
Provide accurate information on products and services to support customer needs and satisfaction.
Record and maintain customer interactions in customer relationship management (CRM) systems for tracking, follow-up, and service continuity.
Collect and analyse customer feedback to identify opportunities to improve services and the overall customer experience.
Collaborate with internal departments to resolve complex customer issues and improve service delivery across the customer journey.
Skills
Basic
Critical thinking to solve problems and address customer issues efficiently.
Emotional intelligence to understand and respond appropriately to customer needs.
Excellent verbal and written communication skills, including the ability to engage with diverse customers.
Patience and attentiveness to handle multiple tasks in a fast-paced environment.
Strong interpersonal skills to build rapport and manage customer interactions professionally.
Specific
Ability to analyse customer feedback to identify service improvement opportunities and enhance customer experience.
Competency in maintaining accurate customer records and preparing service-related reports.
Knowledge of company policies and procedures for handling customer interactions and complaints.
Proficiency in customer relationship management (CRM) platforms to record, track, and manage customer interactions.
Proficiency in helpdesk ticketing systems for resolving and monitoring customer issues.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
Minor Unit Group
2432-01
Public Relations Executive
2432-02
Tourism Officer
2432-03
Customer Service Officer
2432-04
Sales Reservation Executive
2432-05
Corporate Executive
2432-06
Customer Due Diligence (CDD) Specialist
2432-07
Corporate Strategy Executive
2432-08
Enterprise Solution Specialist (Strategic Partnership)
2432-09
Consumer Experience Specialist
2432-10
Image Consultant
2432-11
Information Officer Grade S9
MASCO
Hi, I can assist you with questions related to the Malaysia Standard Classification of Occupations (MASCO).
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