Job Summary

The key role of Customer Relationship Management is to maintain a healthy relationship with our existing customers including non-buyers (shoppers, club house members, theme park visitors, etc), adopting a planned and strategic approach to increasing customer loyalty and advocacy.

Key Responsibilities

• To manage customer feedback & enquiries
  • Managing & daily checking on multiple customer communication channels e.g. CRM Hotline, WhatsApp, Email & via GL Lifestyle App.
  • Resolving issues or enquiries related to CRM department e.g. on GL Lifestyle App, GL Friends/Partners, Freshdesk or Case Mgmt System
  • Identify issue type & to escalated issues accordingly to other Projects/BUs by creating issues through Case Management System
  • Follow up with relevant Project/BU PIC to ensure timely & satisfactory resolution of issues.
• To review & revise CRM Customer Support & Case Management GLPP...