Senior Executive - Cx Management

About Jaya Grocer:

Jaya Grocer is an affiliate of Grab, Southeast Asia’s leading superapp. To bring the convenience of on demand grocery delivery to more consumers in Malaysia, we are dedicated towards building a strong team that is aligned with our goals. At Jaya Grocer, team collaboration and dedication is what we require to deliver quality products and service to our consumers and customers.

Our Vision:

Our goal is to become the leading online-to-offline (O2O) retailer, leveraging our omnichannel strength to provide our customers with a rewarding, fulfilling, and exciting experience. Our goal is for customers to say “I can get what I want whenever I need it”. We aim to achieve this through offering high-quality yet affordable goods, facilitating seamless cashless checkouts, loyalty membership via GrabRewards and introducing our private label with "Grab Signatures."

Our Mission:

● Provide a diverse variety of High Quality and Fresh Produce

● Offer attractive Best Value Pricing

● Ensure customers have the Best Shopping Experience

● To grow the business through successful Collaboration and Partnerships

● Practice the Values of Jaya Grocer every single day Our Values:

● Teamwork

● Trust

● Integrity

● Customer Satisfaction

● Growth

These values form the foundation of our organization and should be lived by each of us, as they are a part of our DNA. So, if you fit the profile and able to contribute towards our goals, join us!

Job Summary:

We are seeking a dynamic and proactive individual to join our team as a CX Management Executive. This role blends customer service expertise with marketing management and public relations skills, requiring the ability to interact directly with customers, enhance brand reputation, and drive engagement across multiple platforms. The ideal candidate will be organized, personable, and skilled in fostering excellent customer relationships while supporting company growth initiatives.

Customer Experience & Service Excellence:

  • Manage and resolve customer interactions across various channels, including phone, email, social media, and live chat, ensuring high levels of customer satisfaction.
  • Handle customer inquiries, complaints, and feedback with professionalism and efficiency, including follow-ups to ensure resolution.
  • Liaise with internal teams (e.g., Online Team, Pickers, Riders, and outlets) to coordinate and monitor deliveries, exchanges, and refunds.
  • Continuously improve customer service processes by identifying areas for improvement and proposing innovative solutions.
  • Conduct customer service training for team members, reinforcing Jaya Grocer’s customer-focused culture.

Marketing & Public Relations:

  • Develop and implement strategies to enhance customer engagement and promote positive brand perception.
  • Create and maintain customer communication templates and scripts for online and offline interactions.
  • Collaborate with the marketing team to align customer service initiatives with promotional campaigns and events.
  • Manage customer databases to support targeted marketing efforts and ensure effective communication with key customer segments.
  • Monitor and respond to customer reviews on social media and other platforms, addressing concerns and amplifying positive feedback.

Performance Tracking & Reporting:

  • Prepare detailed service reports by analyzing and summarizing customer feedback and interactions across all platforms (telephone, Freshdesk, live chat, and social media).
  • Generate weekly and monthly reports to measure team performance and recommend actionable improvements.
  • Collaborate with team leaders and department heads to ensure processes are aligned with company objectives and customer expectations.

Additional Responsibilities:

  • Maintain and update all standard operating procedures, guidelines, and policies related to customer service and online operations.
  • Support in-house training and employee onboarding related to customer experience best practices.
  • Contribute to cross-functional projects that drive customer satisfaction and brand loyalty.

You should have:

  • Bachelor’s degree in Marketing, Public Relations, Business Administration, or a related field.
  • Proven experience in customer service, marketing, or public relations roles.
  • Exceptional communication skills (written and verbal) with proficiency in English; bilingual proficiency in Mandarin and Cantonese is highly desirable.
  • Strong organizational skills with the ability to multitask and prioritize effectively.
  • Proficiency in customer service platforms (e.g., Freshdesk), CRM tools, and Microsoft Office Suite.
  • Creative problem-solver with the ability to propose customer-focused solutions and process improvements.
  • Team player with the ability to collaborate across departments and influence positive outcomes.