Customer Quality Experience Executive

About the role
At J&T EXPRESS (MALAYSIA) SDN. BHD.', 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 correctiv...