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Customer Experience Specialist

Salary undisclosed

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What You Will Do

  • Provide an omnichannel experience e.g email, chats, Whats-App, social media, calls with a comprehensive understanding of our products and services.
  • Personalise and engage customers effectively to drive customer satisfaction
  • Assist customer on enquiries and issues efficiently to mitigate detractors.
  • Ensuring service standards are met e.g CSAT, Quality Assurance (QA), Response time and Resolution time.

What You Should Have

  • Minimum 2 years of Customer Experience experience (Calls, email and live chat)
  • Ability to determine customer needs and quickly build rapport with customers.
  • Ability to empathize with and prioritize customer needs, provide appropriate solutions and setting expectations with customers.
  • Experience working with Zendesk and/or a similar ticketing system is highly advantageous.

Additional Information

  • Willing to work night shift (9pm – 7am) or 5am to 2pm
  • 5 days per week (can include weekends)
  • RM200 per year for health / medical
  • RM500 per year for L&D
  • 25% quarterly bonus (every 3 months) (Variable)
  • RM100 monthly for transportation (fixed)