Customer Success Associate
2 weeks ago
Customer Success Associate is a very critical role to the company and the incumbent acts as an ambassador to the brand.
The main objective of this role is to provide an A-class customer experience via call or virtual. Customer Success Associate will be assisting our customers case-by-case and ensure any enquiries or issues are attended timely, accurately, and according to our standard practice.
Roles & Responsibilities are divided into THREE MAIN categories:
Customer Management
- Ensure and manage individual and team daily checklist are completed.
- Ensure & manage daily job fulfillment between customers and cleaning crews.
- Ensure all customer enquiries on all channels are replied promptly.
- Assist customers with any issues related to booking or payment via the mobile app.
- Attend to complains submitted by the customers and ensure service recovery is carried out smoothly.
- Follow up with customers who have already completed their sessions to provide ratings to the crews.
- Assist with other miscellaneous tasks related to customers.
Sales & Feedback Calls to Customer
This is a routine being carried out on a daily basis:
- Carry out Feedback Calls to customers who have completed their sessions on the day before. Take note whether it was a positive or negative experience.
b.
If it was a negative experience, assure the customer of the next action and forward the issues to the Lead Trainer.
- Carry out calls to customers who have not completed their bookings based on our system and assist them accordingly, at the same time trying to secure their bookings.
Cleaning Crew Management
- Track & monitor the cleaning crews' arrival to their morning and afternoon sessions.
- Assist the cleaning crews if they face any challenges while carrying out cleaning jobs at the customers' residence, ie booking placed does not match the request on the job
- Co-operate with Recruitment team to identify crews who are not performing on the job to be sent to Refresher courses
- Assist with other miscellaneous tasks related to cleaning crew.
What it takes to become part of our Customer Success team?
- A minimum of Bachelor Degree in related field is required.
- Strong written and communication skills in both Bahasa Melayu and English.
- At least 2 years experience in face-to-face, phone or virtual / online customer support role. Fresh graduate is welcome to apply.
- Experience in startup environment is preferred.
Attitude
- Pleasant personality with a lot of common sense.
- Willing to learn.
- Committed with a very positive working attitude.
- A creative thinker and pro-active problem solver.
- Able to work in a fast-paced environment.
Working mode :
Fully in office, 8.30am to 6pm
Work location :
Temasya 8, Glenmarie
Salary range :
RM RM 4500 (depending on qualification & experience)
Salary:
RM3, RM4,500.00 per month
Schedule:
- Day shift
- Weekend jobs
Ability to commute/relocate:
- Shah Alam: Reliably commute or planning to relocate before starting work (required)
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