The Customer Experience Specialist supports the execution, monitoring, and reporting of customer service and experience standards across MR.DIY stores. The role conducts field audits, collects and analyzes customer insights, supports service quality programs such as mystery shopping and surveys, and provides on-ground coaching to stores to enhance customer engagement and experience.
Key Responsibilities:
Store Service Audits & Field Monitoring
Conduct field audits to evaluate:
service quality
customer handling
store ambiance and cleanliness
merchandising execution that impacts customer experience
Document findings and follow through on corrective actions.
Support in CX Standards & Script Implementation
Assist in implementing customer service scripts, standards, and protocols in stores.
Coordinate with Area Managers and Store Leaders to ensure adoption and compliance.
Customer Feedback & Insights Support
Gather and consolidate feedback from:
surveys
mystery shopping reports
social media insights
store-reported concerns
Prepare summaries for the Assistant Manager and highlight recurring issues.
Support in Mystery Shopping & NPS Programs
Coordinate mystery shopping schedules, evaluation materials, and store readiness.
Track NPS and service quality performance across stores.
Store Coaching & Capability Support
Provide basic on-site coaching to store teams on service behavior, customer engagement, and issue handling.
Support materials preparation and logistics for CX-related training sessions.
Administrative & Reporting Support
Maintain logs of customer feedback, audit results, and compliance ratings.
Prepare reports, documentation, and dashboards related to CX programs.
Support coordination across RCOE, Retail Operations, and Marketing.
Qualifications:
Bachelor’s degree in Marketing, Psychology, Hospitality, Business, or related field.
1–3 years of experience in customer service, retail operations, service quality, or hospitality.
Strong observation skills and customer service mindset.
Good communication and coordination skills.
Proficient in MS Office; exposure to survey tools or basic analytics is a plus.
May be required to travel to stores and business locations nationwide to support project implementation, on-ground assessments, and strategic initiatives.
Amenable to report in Eastwood, Libis.
Since MR.DIY first outlet opened in Jalan Tuanku Abdul Rahman, Kuala Lumpur on July 2005, we have been dedicated to make a difference in the lives of our valued customers.
Today, MR.DIY is proudly a homegrown enterprise with over 1,800 outlets globally. Each of our outlet spaces encompasses averagely 10,000 square feet providing a comfortable and wholesome family shopping experience. We employ more than 8000 employees serving more than 84 million customers yearly at all MR.DIY outlets globally.
All our outlets are managed directly by our company and we work in collaboration as a mini anchor tenant in Ayala Malls, Waltermart Mall, SM Hypermarket, and Gaisano Malls. With ten categories — Hardware, Household, Electrical, Furnishing, Car Accessories, Stationery & Sports, Toys, Gifts, Computer & Mobile Accessories, and Jewellery & Cosmetics — in each store, MR.DIY offers a wide selection of more than 18,000 types of products at some of the lowest prices on the market.
We endeavor to provide quality products sourced directly from our reputed global manufactures ensuring our products are always at the most reasonable prices.
Our culture is how we work together to fulfill our purpose of helping customers and communities to save money by offering lower prices and great service so they can live better.
We are the Largest Home Improvement Retailer in Southeast Asia.
VISION – To be the largest home improvement retailer worldwide.
MISSION – To create a globally recognized ASEAN retail brand. To maintain wide variety, good quality and value for money; holding through of our Company’s motto “ALWAYS LOW PRICES”.
