Overview

Executive | Customer Feedback (Customer Experience) Jobs in Kota Damansara, Selangor, Malaysia at EPF Malaysia

Title: Executive | Customer Feedback (Customer Experience)

Company: EPF Malaysia

Location: Kota Damansara, Selangor, Malaysia

JOB SUMMARY

We are seeking a customer-focused and analytical professional, reporting to the Customer Experience & Marketing Section. In this role, you will play a critical part in managing the Voice of Customer (VoC) ecosystem end-to-end — ensuring feedback is not only collected, but analysed, acted upon, and closed effectively with the right stakeholders.

This role is ideal for an individual who demonstrates strong problem-solving capabilities, collaborates effectively across teams, and is able to translate customer insights into meaningful improvements.

JOB RESPONSIBILITIES

1) Own Voice of Customer (VoC) – End-to-End

  • Consolidate customer feedback across multiple channels, including complaints, case records, surveys, and digital touchpoints.
  • Analyse customer feedback to identify trends, recurring issues, root causes, and systemic service gaps.
  • Translate Voice of Customer findings into clear, actionable insights that support decision-making and service improvement.
  • Drive the full feedback loop: VoC → Analysis → Issue Ownership → Closure. This strengthens the original template’s “support customer journey & VoC initiatives” into full accountability for customer feedback management

2) Drive Issue Resolution & Close-the-Loop Execution

  • Track and manage recurring issues across business units and ensure they are escalated appropriately.
  • Work closely with respective stakeholders across Operations, Digital, Product, and Branches to drive issue ownership and resolution.
  • Ensure issues are fully resolved, followed through, and not repeatedly raised without action.
  • Maintain strong discipline in accountability, governance, follow-through, and closure.

3) Own Relationship Management System (RCM)

  • Act as the system owner for RCM / Case Management System and ensure it is used effectively to support quality case handling and reporting.
  • Ensure data quality, consistency, and proper usage across users and teams.
  • Monitor turnaround time, resolution quality, and case management performance, and identify improvement opportunities.

4) Enable Frontline Capability

  • Lead training and capability building for frontline staff on RCM usage, case handling, and customer feedback management.
  • Develop and improve SOPs, guidance materials, and handling practices to strengthen case management quality.
  • Drive consistency in how customer feedback is captured, handled, and resolved across teams.

5) Connect Feedback to Customer Journey

  • Link customer feedback to specific customer journey touchpoints and pain points.
  • Identify systemic issues across end-to-end member journeys, not just isolated cases.
  • Support journey-level improvement opportunities and contribute input to broader CX initiatives. This extends the attached template’s “support customer journey updates” into a more operationally grounded journey improvement role.

6) Reporting & Governance

  • Prepare structured reports on customer feedback trends, recurring issues, root causes, and closure status.
  • Highlight key risks, gaps, and improvement opportunities for management and stakeholders.
  • Ensure proper governance, tracking, and transparency in issue resolution and follow-up actions.

JOB REQUIREMENTS

  • Malaysian citizen
  • Pass Malay Language, including the oral test, at the Sijil Pelajaran Malaysia (SPM) level or an equivalent qualification recognised by the Government
  • Possess a Bachelor’s Degree with honours in Statistics/ Actuarial Science/ Mathematics, Business Administration/Economics or related fields from recognised Institutions
  • Posses 4 – 7 years of experience in Customer Experience, Customer Service, Operations, Service Quality, Case Management, or related roles
  • Strong analytical ability that able to identify patterns, recurring issues, and root causes from customer feedback and case data
  • Strong communication and stakeholder management skills that able to engage across teams, align owners, and drive follow-through
  • Detail-oriented, disciplined, and structured in handling issues, reporting, and execution.
  • Experience in one or more of the following is an advantage:

a. Complaint or customer feedback handling

b. Case management systems (CRM / RCM)

c. Stakeholder coordination and service improvement follow-up

d. VoC, CSI, or customer feedback programmes

  • Familiarity with customer journey mapping or CX practices.
  • Experience working in a regulated, service-heavy, or member-facing environment
  • A mindset for turning insights into action and ensuring issues are closed, not just reported.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of advertisement.

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