Kerja Sepenuh Masa Executive, Consumer Advisory, Gaji tinggi MYR 3,000 di Postal Forum (Association Of Malaysian Express Carriers) Selangor - Maukerja

We are looking for a dynamic Executive, Consumer Advisory to join our team!

Job Purpose:

• Responsible for managing and resolving consumer complaints related to postal and courier services in accordance with Postal Forum’s Complaint Handling SOP.
• The role involves complaint review and assessment, coordination with service providers, monitoring resolution timelines, and supporting continuous improvement in complaint handling processes.

Key Responsibilities:

1. Complaint Handling and Resolution

• Manage consumer complaints lodged through the ICMS and other official channels, ensuring adherence to acknowledgment and resolution timelines (3 and 10 business days), in accordance with Complaint Handling SOPs and service timelines, escalating systemic patterns to Senior Executive/Unit Head.
• Liaise with service providers to obtain updates, supporting documents, and resolutions.
• Review and assess complaint outcomes to ensure transparency, accuracy, and adherence with SOPs.
• Coordinate with service providers to obtain feedback, responses, supporting evidence, and proposed resolutions.
• Review and recommend remedial actions or improvements.
• Escalate complex or unresolved cases to Unit Head for further deliberation.

2. Data Management and Performance Monitoring & Analysis

• Assist Unit Head to evaluate complaint trends and monitor response efficiency through company, industry, and consumer alerts.
• Assist Unit Head to assess and monitor complaint statistics, service provider response rates, and resolution timelines to ensure adoption with the best practice i.e. Code of Practice for Postal Services.
• Assist Unit Head in the preparation of monthly, quarterly, biannual and annual performance reports on complaint trends, key issues, and key performance indicators.
• Assist Unit Head to utilize data analytics to assess complaint patterns and propose targeted improvement actions for industry enhancement.
• Assist Unit Head to conduct trend analysis to identify recurring issues, service provider performance gaps, and systemic challenges.
• Ensure maintain accurate and complete records of all complaints in the ICMS or relevant complaint tracking systems.

3. Stakeholder Engagement and Industry Coordination

• Liaise with licensed postal and courier operators on complaint-related matters, ensure timely responses and implement strategies to enhance the efficiency and quality of complaint handling across all licensed postal and courier operators.
• Coordinate working group discussions, meetings, or engagement sessions with service providers to address complaint trends and systemic issues.
• Collaborate with MCMC and industry players in developing initiatives to strengthen complaint handling capacity and promote consumer confidence.
• Assist the Unit Head in preparing inputs or updates for MCMC relating to complaint trends.
• Proactive industry/licensee alert based on trends/emerging issues.

4. Consumer Educational Resources and CA Resource Centre

• Support the formulation and education initiatives related to consumer rights, complaint handling matters, and responsibilities when using postal and courier services aimed at complaint reduction and consumer experience improvement.
• Support in providing accessible guides, FAQs, and self-help materials for the benefit of consumers and industry players.
• Support in establishing a centralised resource hub at Postal Forum website to guide and enhance public understanding on proper use of postal and courier services.

5. Continuous Improvement Initiatives

• Contribute to reviewing and refining the Complaint Handling SOP, templates, and procedures based on operational feedback and industry performance.
• Suggest improvements to complaint management tools, dashboards, and monitoring mechanisms.
• Participate in training, workshops, and knowledge-sharing sessions to strengthen competencies in consumer protection and complaint analysis.

6. Organization Support

• Assist the Head of Postal Forum/Unit Head in the coordination of organization operations.
• Assist in any other tasks assigned by the Head of Postal Forum / Unit Head.
• Assist Unit Head to regular update to MCMC on KPIs and deliverables status.

Knowledge and Experience:

• Minimum of 1 year of experience in consumer affairs, complaint management, or data analytics, preferably within the courier or logistics industry.

Skills:

• Strong analytical abilities and experience with data analysis tools (e.g., Excel, Power BI).
• Excellent written and verbal communication skills.
• Ability to create clear, detailed reports and presentations.
• Knowledge of complaint management processes and consumer protection regulations.
• Detail-oriented with a focus on problem-solving and continuous improvement.

**Subject to any changes.

Pay: Up to RM3,000.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Professional development

Education:

• Bachelor's (Required)

Location:

• Cyberjaya (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person