Intern (Customer Relationship Management)

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

1. 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 escalate 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.

2. To review & revise CRM Customer Support & Case Management GLPP from time to time to ensure best practice is practiced among BUs.

3. To manage EDM blasting

• Ensure Project Marketing adheres to GLPP on blasting EDMs.
• To review & revise EDM Blasting GLPP from time to time to ensure best practice and subsequent communication to stakeholders.
• Manage, negotiate & coordinate with multiple Project PICs on EDM arrangement, calendar/schedule, EDM types, determining EDM audiences, combining EDMs etc.
• Tracking of EDM subscriptions balance & expiry.
• Data analysis on EDM usage on monthly/quarterly/half-yearly basis or as and when needed to track EDM effectiveness.

4. Data & cost analysis on usage report of SMS blasting system (via IT) on monthly/quarterly/half-yearly basis or as and when needed.

5. Support the implementation of customer engagement initiative and advocacy program.

6. Support the segmentation strategy to drive customer engagement.

7. 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.

8. Any other duties that will be assigned from time to time by the Management.

• Bachelor’s degree in a related field including marketing, business and commerce or any other related field.
• Please indicate your internship period (DD.MM.YYYY to DD.MM.YYYY) on your resume.
• Able to start from July/Aug onwards

• 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.