Customer Experience Executive

Requirements

Language required: English and Bahasa Malaysia. Proficiency in Mandarin will be added as advantage.
Diploma or equivalent; associate's or Bachelor's Degree is a plus.
Proven experience in customer service, administrative support, or a related field.
Fresh graduates are welcomed to apply.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and a customer-focused mindset.
Proficiency in using MS Office (Word, Excel), and other relevant tools.
Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
Attention to detail and accuracy in data entry and documentation.
Empathy, patience, and a positive attitude when dealing with customers.
Responsibilities



To be responsible in handling Business Partners in the State/States with regards to Cuckoo Air Conditioning installation process and progress (end to end process).
To act as Fujicare Sdn Bhd liaison person with Business Partners and customers with regards to the Air Conditioning Rent -To - Own program by Cuckoo.
To effectively manned the respective States installation and ICS cases.
To attend to all customer queries and complaints timely and in accordance with the Standard Operating Procedure (SOP) set.
To deliver an excellent customer service standard each and every time interacting with customers and Business Partners.
Consistently monitor performance of all Business Partners in the aspects of:
a) Quality of work for all installation job
b) Quality/standards of work performed during each re-visit for ICS cases.
To make sure all jobs/cases are being attended and completed timely as per the Standard Operating Procedure (SOP).
To follow up on all ICS cases on a daily basis to make sure all cases are attended to in accordance with the Standard Operating Procedure (SOP).
Submit all invoices received by our Business Partners in a timely manner (without fail).
To assist and support our Stakeholders in all areas required as per agreed Service Level Agreement (SLA).
To assist Team Leader in monitoring time performance and to initiate/suggest appropriate actions.
To support/advice Business Partners in all their needs in regards to their responsibilities.
To immediately highlight to the respective Team Leader should there be challenges in/during performing their duties.
Update case details appropriately, i.e., Cuckoo Partner System, ICS Google Sheet, ATAS System etc.
Develop and maintain strong relationships with Business Partners, Stakeholders team members in making sure of ongoing satisfaction.
To attend any Customer Service Department meeting, discussion, training etc. as and when required.
To promote a harmonious working environment within the department and the entire organization.
Undertake any other duties as-and-when assigned by the Management from time to time.


Benefits

EPF/SOCSO/EIS
Annual leave/medical leave/hospitalization leave
Paternity/maternity leave
Company insurance coverage
Dental or optical
Additional Benefits

Training Provided
5 Working Days
Medical Claim
Additional Benefits

Allowance Provided
Training Provided
Staff Activities