Customer Experience Associate II (Voice Call)

Job description 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. 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 - RM3,700.00 per month Benefits: Dental insurance Health insurance Vision insurance Schedule: Rotational shift Supplemental pay types: 13th month salary Performance bonus Experience: Customer Care Specialist: 1 year (Required) Ability to Relocate: Subang Jaya: Relocate before starting work (Required)