Customer Experience Executive

Roles & Responsibilities :

• To be responsible for handling Business Partners in the State / state about the Cuckoo Air Conditioning installation process and progress (end-to-end process).
• To act as Fujicare Sdn Bhd liaison person with Business Partners and customers regarding the Air Conditioning Rent-to-own program by Cuckoo.
• To effectively manage the respective State's installation and ICS cases.
• To attend to all customer queries and complaints timely and follow the Standard Operating Procedure (SOP) set.
• To deliver an excellent customer service standard every time interacting with customers and Business Partners.
• Consistently monitor the performance of all Business Partners in the aspects of :
• To make sure all jobs / cases are being attended to and completed timely as per the Standard Operating Procedure (SOP).
• To follow up on all ICS cases daily to make sure all cases are attended to following the Standard Operating Procedure (SOP).
• Submit all invoices received by our Business Partners promptly (without fail).
• To assist and support our Stakeholders in all areas required as per the agreed Service Level Agreement (SLA).
• To assist the Team Leader in monitoring time performance and to initiate / suggest appropriate actions.
• To support / advise Business Partners in all their needs regarding 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, and stakeholder team members to ensure 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 when assigned by the Management from time to time.

Qualification :