Customer Experience Associate - English Speaker

Job description

 You will become a brand ambassador for multinational automotive brand-servicing clients in Australia and New Zealand.

 You should embody service excellence and be able to provide a caring, flexible and innovative approach when handling customer queries and providing solutions.

 As well as responding to the customer you will also work closely with other service providers.

"Fresh Graduates are encouraged to apply"

General profile

 Attending to and coordinating the resolution of customer concerns through phone, mail, fax, email and internet-instigated enquiries.

 Provide specialist technical support to the authorised dealer network through phone, mail, fax and email

 Support the Supervisor/Operations Managers by providing regular reporting to track and monitor KPIs, designed to ensure customers consistently receive outstanding customer service.

 Liaise with all levels of stakeholders including Dealers, Product Specialists, executives and direct customers in order to facilitate the resolution of complex issues.

 Ability to work under pressure and flexible on working hours

Functional Knowledge

 Has extensive customer service knowledge including customer profiling, call management and solutioning

 Knowledge on vehicles is added value

 Has passion n Automotive/cars

Problem Solving

 Understands issues and identifies solutions that have the best outcome for the client

 Ability to problem solve with limited supervision

 Going the extra mile to find out solution for the customers (within company policy)

Interpersonal Skills

 Exchange’s information and ideas effectively.

 Self-motivated and driven

 Positive mindset

Responsibility Statements

 Uses standard scripts and established guidelines and under supervision, to meet SLAs.

 Provides customers with information that is specialized and communicated in a warm empathetic manner

 Escalates issues to supervisor

 Explains company policies to customers

 Performs other duties as assigned.

 Complies with all policies and standards.

 Provide excellent customer service to promote high NPS scores

Job Type: Full-time

Pay: RM3,200.00 - RM3,785.00 per month

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Rotational shift

Supplemental Pay:

• 13th month salary
• Performance bonus

Experience:

• Customer Care Specialist: 1 year (Required)