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Customer Experience Executive

Customer Experience Executive

Artiq AirPetaling Jaya, Selangor, Malaysia
30+ days ago
Job description

Job Description

This role involves connecting with customers and partners to resolve their issues, showcasing your communication skills and positively impacting their experiences daily.

Responsibilities include interacting with Business Partners & Customers (internal & external) to address their concerns, delivering professional customer service, and ensuring timely resolution of issues.

Key Responsibilities

  • Handle Business Partners regarding Cuckoo Air Conditioning installation processes across specified states, managing end-to-end procedures.
  • Act as the liaison between Fujicare Sdn Bhd, Business Partners, and customers for the Air Conditioning Rent-to-Own program by Cuckoo.
  • Manage installation and ICS cases effectively within respective states.
  • Respond promptly to customer queries and complaints following the Standard Operating Procedure (SOP).
  • Maintain high standards of customer service in all interactions.
  • Monitor the performance of Business Partners in installation quality and standards during re-visits for ICS cases.
  • Ensure all jobs and cases are attended to and completed timely as per SOP.
  • Follow up daily on all ICS cases to ensure proper attention and resolution.
  • Submit invoices from Business Partners promptly.
  • Support stakeholders as per the Service Level Agreement (SLA).
  • Assist the Team Leader in monitoring performance and suggesting improvements.
  • Support Business Partners with their responsibilities and address challenges promptly.
  • Develop and maintain strong relationships with Business Partners and stakeholders to ensure ongoing satisfaction.
  • Attend departmental meetings, training, and discussions as required.
  • Promote a harmonious working environment within the department and organization.
  • Perform any additional duties assigned by management.

Qualifications

  • Excellent communication and interpersonal skills.
  • Patience and professionalism in handling challenging situations.
  • Problem-solving skills and proactive customer needs management.
  • Familiarity with customer service software and systems.
  • Adaptability to changing processes and procedures.

    • Skills

  • Communication
  • Problem Solving
  • Call Center Experience
  • Product Knowledge
  • Multitasking
  • Time Management

    • Company Benefits

  • Medical benefits and insurance coverage for all employees as per company policy.
  • Hospitalization and surgical insurance coverage for confirmed employees.
  • Two-hour lunch break on Fridays.
  • Team building, bonding, and social gatherings.
  • Yearly salary increments and performance bonuses, subject to company and individual performance.

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    Customer Experience Executive • Petaling Jaya, Selangor, Malaysia