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Customer Experience Associate

2 months ago

Subang Jaya, Malaysia Conduent Business Services Malaysia Full time

**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**
- 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

**Salary**: 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)

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