934 Customer Engagement jobs in Malaysia

This job involves assisting homeowners in connecting with interior designers and understanding our services. You will make a significant impact by listening to customer feedback and enhancing their experience daily.

• Assist homeowners in understanding SofaX campaigns, home packages, and promotions.
• Coordinate appointments between homeowners and interior designers or partners.
• Provide follow-up support via calls, WhatsApp, and emails.
• Gather homeowner feedback and share insights with the team to improve service quality.
• Handle general inquiries professionally and ensure timely responses.
• Perform any ad-hoc tasks as assigned.

• Friendly, responsive, and customer-oriented.
• Comfortable communicating via calls, messages, and emails.
• Detail-oriented with the ability to manage multiple follow-ups.
• Fresh graduates are highly encouraged to apply!
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and Google Drive (Docs, Sheets, Slides, Forms).
• Fluent in English; knowledge of Mandarin and Bahasa Malaysia is a plus.

• Effective communication
• Interpersonal skills
• Emergency response capabilities
• Responsiveness

We are committed to helping you develop your skills and grow into a leadership role.

We promote open and honest communication and are always looking for ways to improve.

SofaX was founded on innovation and passion. Our team consists of talented individuals with decades of experience across various industries. Backed by award-winning animations and mobile games, we excel at creating engaging digital content. Our founders' journey began with their pursuit of excellence and innovation.

This job involves managing social media for FFF Media Group, including scheduling posts, engaging with fans, and tracking content performance. If you love food and travel, you'll enjoy working with popular pages such as @Malaysiafoodandtravel , @Halalfoodandtravel , @KLhojiak , and @Klbarsandclubs , which have over a million followers across platforms.

Job Summary:

The Social Media Administrative Executive handles the execution and maintenance of FFF Media Group’s social media presence. Responsibilities include content scheduling, coordinating with teams, responding to audience engagement, and tracking performance. This role focuses on posting and administrative support, not strategy or creative direction.

Key Responsibilities:

• Schedule and publish content across Instagram, TikTok, YouTube, Facebook, and other platforms, three times daily.
• Send live post links internally and to clients daily.
• Support urgent or weekend postings as needed.

• Update Monday.com daily for editorial and client content.
• Maintain the boosting performance sheet based on feedback.
• Monitor for post failures or platform glitches.

• Reply to comments daily in a brand-appropriate tone.
• Flag negative responses to the Head of Content.

• Compile weekly social media insights reports.
• Archive reports with proper naming conventions.

• Weekly outreach to travel/food creators for repost content.
• Suggest content from creators for engagement and inspiration.

• Diploma or Bachelor's degree in administration, HR, customer service, or related fields.
• 1-2 years experience in community management, engagement, customer service, or admin support.
• Attention to detail and scheduling accuracy.
• Familiarity with Instagram, Facebook, TikTok interfaces.
• Comfort with data entry and weekly tasks.
• Organized, dependable, and able to follow instructions.
• Friendly and respectful communication.
• Availability for weekend posting and updates.

Customer Support, Stakeholder Communications, Marketing, Communication, Administrative Support, Social Media Content, Content Management

Reimbursements for Fitness & Sports, Travel & Leisure, Digital Entertainment.

17 days observed.

One week off during Chinese New Year holidays.

Travel allowances, snacks, team-building activities, and regular meals.

• Greet and welcome customers and guests
• Attend to customers’ needs
• Assign customers to Sales Executives / Customer Service Consultants on duty
• Answer incoming & redirect calls, and take & forward messages
• Conduct post-delivery CSI/CLI surveys
• Conduct service reminder or any Sales/After Sales customer related calls
• Contribute and participate in company / MBM related / organised events and roadshows
• Manage the general administration tasks which includes incoming mail & packages, maintain proper records/logs of walk-ins, demos, generate reports and any tasks assigned from time to time

• Min SPM/ STPM/ Certificate/ Diploma in Hospitality or Hotel Management
• Possess min 2-3 years working experience in front-desk/ customer facing, preferably in retail/ hospitality environment
• Able to converse fairly in English and Malay. Multi-lingual is an added advantage
• Pleasant outlook and personality with good communication & interpersonal skills
• MUST be able to work on rotated weekends

Executive, Customer Engagement Centres Specialist

Apply locations Selangor time type Full time posted on Posted Yesterday job requisition id 25040149

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres.
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
• Handle walk-ins, live chats, and outbound customer telephone calls in a polite and professional manner.
• Identify customer’s needs and provide accurate responses in accordance with agreed quality, compliance, and service level standards.
• Be prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standards.
• Interact in fulfilling customer simple to medium complex enquiries.
• Have authority limits on identify processes.
• Be empowered to make simple and straightforward decisions.
• Manage and maintain data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products/services to maintain a high level of quality service to customers.
• Undertake outbound customer relationship management calls as and when appropriate.
• Record and prepare any statistics or information required by Management.
• Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Perform any other job-related duties and projects as assigned by superior.
• Participate in ad-hoc projects and manage the development of key Customer Engagement innovations.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Strategic context:

• In line with our "Take The Lead" Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.

• The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.

Main responsibilities:

The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in leading our go-to-market strategy and execution, directly engaging with customers, understanding their needs and preferences, and formulating and driving engagement plan that enhance customer satisfaction and loyalty.

• Develop deep understanding of customer engagement journey and develop omnichannel engagement blueprint.

• Lead the customer engagement with a plan of actions that prioritizes direct, meaningful interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfaction

• Develop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. For each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates

• Review and track omnichannel KPIs, propose adjustment or improvement plans.

• Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are.

• Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends.

• Work in close cooperation with the salesforce/KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey

• Collaborate and support GtM exercise.

• Work in Agile with the transversal team when possible, with an innovation mindset

Main requirements:

• Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field 3-5 years of experience

• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement

• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.

• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities

• Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies

• Language Proficiency: Fluent in the primary language(s) of the country or countries of operation, with strong communication skills

Work Experience:

• Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty

• Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.

• Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics

• Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment

• Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry

• Experience managing projects using Agile methodologies is a plus

Professional skills that make the difference:

• Ability to leverage insights and data to develop and execute effective customer engagement strategies

• Demonstrated ability to lead by example, fostering a “Customer First” / Customer centric culture within the team and across the organization

• A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.

• Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers

• Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignmenet between customer engagement and brand strategies.

• Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication

• Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com !

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• In line with our "Take The Lead" Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.
• The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.
  
  

• In line with our "Take The Lead" Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.
• The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.
  
  

• Develop deep understanding of customer engagement journey and develop omnichannel engagement blueprint.
• Lead the customer engagement with a plan of actions that prioritizes direct, meaningful interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfaction
• Develop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. For each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates
• Review and track omnichannel KPIs, propose adjustment or improvement plans.
• Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are.
• Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends.
• Work in close cooperation with the salesforce/KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey
• Collaborate and support GtM exercise.
• Work in Agile with the transversal team when possible, with an innovation mindset
  
  

• Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field 3-5 years of experience
• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement
• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.
• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities
• Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
• Language Proficiency: Fluent in the primary language(s) of the country or countries of operation, with strong communication skills
  
  

• Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty
• Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.
• Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics
• Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment
• Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry
• Experience managing projects using Agile methodologies is a plus
  
  

• Ability to leverage insights and data to develop and execute effective customer engagement strategies
• Demonstrated ability to lead by example, fostering a “Customer First” / Customer centric culture within the team and across the organization
• A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.
• Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
• Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignmenet between customer engagement and brand strategies.
• Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication
• Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Management and Manufacturing
• Industries Pharmaceutical Manufacturing

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Branch PIC, Customer Engagement Centres

Apply locations Pulau Pinang time type Full time posted on Posted Today job requisition id 25040488

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

1. Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
2. Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centers.
3. Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
4. Deliver meaningful and value-added outbound services.
5. Promptly disseminate information to team members to ensure accurate and updated policy information is conveyed to customers.
6. Investigate, rectify and perform root cause analysis by adopting the 5-why approach on complaints or feedback lodged against team members.
7. Handle escalated enquiries and perform service recovery.
8. Resolve customer requests/complaints in an efficient and timely manner within Service Level.
9. Monitor team adherence, punctuality and overall discipline.
10. Coach and provide motivational assistance to the team to better manage retention.
11. Conduct debrief sessions and monthly performance updates and identify service improvement ideas or areas.
12. Ensure consistent service monitoring on team members to ensure quality, efficiency and compliance.
13. Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.
14. Identify knowledge gaps and training needs.
15. Ensure manpower is optimized at all times and daily service level targets are met.
16. Ensure team complies with company and regulator policies, e.g., BNM, LIAM.
17. Liaise with relevant departments to resolve issues.
18. Liaise with external service providers when necessary to perform any other duties as assigned.
19. Keep up to date on new enhanced products/services in order to maintain a high level of quality service to customers.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Join to apply for the Branch PIC, Customer Engagement Centres role at Prudential Assurance Malaysia Berhad

Join to apply for the Branch PIC, Customer Engagement Centres role at Prudential Assurance Malaysia Berhad

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Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centers
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
• Deliver meaningful and value-added outbound services
• Prompt disseminate of information to team members in ensuring accurate and updated policy information is conveyed to customers.
• Investigate, rectify and perform root cause analysis by adopt the 5-why approach on complaints or feedback lodged against team members.
• Handle escalated enquiry and perform service recovery.
• Resolve customer request/ complaints in an efficient and timely manner within Service Level.
• Monitor team adherence, punctuality and overall discipline.
• To coach and provide motivational assistance to the team to better manage retention.
• Conduct debrief sessions and monthly performance updates and identify service improvements ideas or areas.
• Ensure consistent service monitoring on team members to ensure quality, efficiency and compliance.
• Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.
• Identify knowledge gaps and training needs.
• Ensure manpower is optimized at all times and daily service level target are met.
• Ensure team complies with company and regulator policies. eg. BNM, LIAM.
• Liaise with relevant department to resolve issues.
• Liaise with external service provider when necessary to perform any other duties as assigned.
• Keep up to date on new enhanced products / services in order to maintain a high level of quality service to customers.
  
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Other

Referrals increase your chances of interviewing at Prudential Assurance Malaysia Berhad by 2x

Georgetown, Penang, Malaysia MYR8,000.00-MYR10,900.00 1 day ago

Setia Pearl Island, Penang, Malaysia 1 month ago

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