Customer Experience, Assistant Manager Kuala Lumpur

Found in: beBee S MY - 1 month ago

Malaysia SOCAR LLC Full time

Are you a talented and driven problem solver who would like to join our team in Kuala Lumpur? Someone with a startup mentality, who is capable of integrating into a multicultural team?

SOCAR aims to change the way people in South East Asia move around by becoming the biggest car-sharing platform in South East Asia. We are currently the biggest player in Malaysia and aim to scale out our product offering across more verticals and geographies.

We are growing fast - this is an extremely exciting moment for SOCAR.

What will you be engaged in?

As our new Customer Experience (CX) Assistant Manager you will have the opportunity to be involved and grow with the company. Together, you will be transforming and providing valuable services, projecting the business to succeed in its purpose. In this role, you will,

  • Keep track of key performance metrics such as NPS, CES, CSAT, and service ratings through surveys, feedback, and customer service contacts.
  • Organising omnichannel customer data and dashboards into impactful reports and presentations.
  • Innovate service performance through the latest technology and trends in the Customer Experience realm, focusing on Intelligent Virtual Assistants (IVAs), Automation, and Self-Service apps.
  • Be responsible for collecting information for Standard Operating Procedure (SOP) development and improvement, and to aid Project Manager’s decision-making.
  • Execute projects from initiation to closing. Daily tasks include project planning, execution, and monitoring efforts for a successful launch.
  • Lead and support projects with the purview of the CS Operations Managers.
  • Organise meetings, follow through with stakeholders/project team members and report the project status and progress.
  • Ensure risks and issues are being tracked and mitigated/resolved at the project planning phase.

Are you the ideal candidate?

First and foremost, ask yourself: Are you customer-obsessed? This is the key SOCAR’s prime value that drives our mission forward. If your heart and mind shout “YES, I am”, you have just identified a fundamental match between you and your future SOCAR team.

  • Minimum 3 years of working experience in Project Management, Customer Experience, or Customer Operation positions.
  • Minimum Bachelor's Degree in business, marketing, engineering, computer science, or related field.
  • Demonstrated ability in computer skills for word processing, databases, spreadsheets, and presentations (Google Suites preferred); and ability to learn new software packages.
  • Proven competence in assessing priorities and managing a variety of activities in a time-sensitive environment and meeting deadlines with attention to detail and quality.
  • Ability to work independently and collaboratively as an effective team member in a complex and fast-paced environment.
  • Demonstrated ability to interact professionally with culturally diverse staff, clients, and consultants.
  • Background in Project Management methodology is an advantage
  • Professional proficiency, written and oral, in English, is required.
  • Good to have but not compulsory knowledge in MS Excel, PowerBI, MySQL, or MS Visio.

What will we offer you?

  • Be part of the fastest growing car-sharing company in the world
  • Opportunity to drive new ideas and make a measurable impact on company metrics
  • Work with incredibly driven people with great executable ideas
  • Competitive Salary and Commission based
  • Medical Insurance
  • SOCAR travelling credits
  • Phone and travel allowance
  • International environment (we are 10 different nationalities in the office)
  • The chance to launch new markets in different countries
  • Endless company events (Futsal, cinema, birthday cakes, celebrations, team lunch and dinner ... )

How will your roadmap to join SOCAR look like?
 After you submit your application, you can expect to prepare for the following steps in the recruitment process:

  • 1 session - Talent Acquisition Team (Virtual or face-to-face)
  • 1 business case (To be pitched in 2nd round)
  • 1 session - Hiring Manager (Virtual or face-to-face)

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