Customer Experience Executive (Mandarin Speaker)
RM 2,400 - RM 3,000 / Per Mon
Original
Simplified
- 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.
- Excellent communication and interpersonal skills.
- Patience and the ability to handle challenging situations with professionalism.
- Problem-solving skills and a proactive approach to addressing customer needs.
- Familiarity with customer service software and systems.
- Adaptability to evolving processes and procedures.
- Bonus: Can speak Mandarin.
- Mandarin applicants are encouraged to apply.
- Annual leave and sick leave
- EPF & SOCSO
- Medical & Insurance Coverage
Similar Jobs
