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Customer Support Specialist
RM 2,500 - RM 2,999 / month
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*Job Title: Solar Customer Success Associate* * Contract Duration: 3+3 months * Salary Range : RM2500 – RM3000 * Location: Kuala Lumpur * Working day and time : Mon- Fri (9am-6pm) * Join date: ASAP *Job Responsibilities:* *1. Customer Journey Assessment* * Assist in the assessment of customer journey stages, including registration, sign-up, site survey, installation, and post-installation support, to identify areas for improvement. * Gather customer feedback through surveys and interactions to understand their experiences in their solar journey. * Assist in analyzing customer feedback and Net Promoter Score (NPS) data to identify opportunities for enhancing customer satisfaction. *2. Collaboration and Process Improvement* * Work with sales, installation, and customer support teams to gather input on current processes and customer experiences. * Join meetings with relevant teams to discuss potential process improvements and share observations from customer feedback. * Assist to create plans for implementing changes based on discussions to enhance customer satisfaction and operational efficiency. * Track progress of implemented changes and gather feedback on their effectiveness. *3.Performance Monitoring and Operations* * Monitor day to day customers' solar system performance to ensure it is functioning optimally and escalate any issues to senior team members promptly. * Assist in maintaining communication with customers regarding their system performance and any actions taken to address issues. * Perform other duties as assigned by the solar team to support overall customer journey operations. *Requirements:* *Problem Solving Mindset* : Likes to identify issues and develop solutions. *Proficient in Excel* : Comfortable using excel for analysis, reporting and tracking feedback. *Attention to Detail:* Meticulous, ensuring accuracy when handling detailed work and data. *Strong Communication Skills:* Good English verbal and written communication skills. *Team Player:* Contributes positively to group discussions and initiatives. *Education Qualification: Preferably Degree holder.*