Job Summary
Serves as the strategic backbone, providing analytical insights, system support, and capability development to drive overall sales performance. This role works closely with the Project Sales, Marketing, Customer Experience and Digitalisation Unit to optimize sales processes, enhance customer engagement, and support data-driven decision-making.
Key Responsibilities
To manage customer feedback & enquiries
a. Managing & daily checking on multiple customer communication channels e.g. CRM Hotline, WhatsApp, Email & via GL Lifestyle App.
b. Resolving issues or enquiries related to CRM department e.g. on GL Lifestyle App, GL Friends/Partners, Freshdesk or Case Mgmt System
c. identify issue type & to escalate issues accordingly to other Projects/BUs by creating issues through Case Management System
d. Follow up with relevant Project/BU PIC to ensure timely & satisfactory resolution of issues.
· To review & revise CRM Customer Support & Case Management GLPP from time to time to ensure best practice is practiced among BUs.
· To comply and adhere to all matters pertaining to Quality, Safety & Health and Environment related to the job scope and work place as required by the Company.
· Any other duties that will be assigned from time to time by the Management.
· To manage EDM blasting
a. Ensure Project Marketing adheres to GLPP on blasting EDMs.
b. To review & revise EDM Blasting GLPP from time to time to ensure best practice and subsequent communication to stakeholders.
c. Manage, negotiate & coordinate with multiple Project PICs on EDM arrangement, calendar/schedule, EDM types, determining EDM audiences, combining EDMs etc.
d. Tracking of EDM subscriptions balance & expiry.
e. Data analysis on EDM usage on monthly/quarterly/half-yearly basis or as and when needed to track EDM effectiveness.
· Data & cost analysis on usage report of SMS blasting system (via IT) on monthly/quarterly/half-yearly basis or as and when needed.
· Support the implementation of customer engagement initiative and advocacy program.
Qualifications
• Bachelor’s degree in a related field including marketing, business and commerce or any other related field.
• Minimum CGPA of 3.0 and above
• Minimum 4 months internship duration
• Please indicate your internship period (DD.MM.YYYY to DD.MM.YYYY) on your resume.
Skills & Abilities
· Attention to detail, good communication skills in oral and written in English and Malay.
· Proficient in relevant computer skills (Word, Excel and Power Point).
· Self-motivated, result orientated and good interpersonal skills. Able to work under pressure and is a team player.