Executive - Customer Experience

5 days ago

Subang Jaya, Malaysia myTukar Sdn Bhd Full time

Role and Responsibilities
- Responsible to drive great customer experience by driving awareness and understanding of myTukar's products and services.
- Responsible to handle incoming and outcoming calls as per part of myTukar Customer Experience Team and working together with on - ground sales and inspection teams to customers.
- Responsible in managing leads from myTukar's online channel, call, social media, and nonsocial media platform to provide end to end service to provide an excellent customer experience journey when using myTukar's services.
- Responsible to assist customer requests for service quotation/financial services/retails enquiries.
- Responsible to other duties as assigned.
- To ensure qualified leads passed to respective sections accordingly.
- To ensure all enquiries are attended in timely manner to achieve AHT (Average Handling Time)/FCR (First Call Resolution)/TAT (Turn Around Time).
- Responsible to resolve customer complaints by call and working with internal departments for follow ups within the agreed TAT (Turn Around Time).
- To ensure customer satisfaction across the business based on NPS target for customer satisfaction.
- To ensure process and quality adherence in customer experience communications in quality assurance.

Qualifications and Education Requirements
- At least 1 to 2 years of working experience in related field is required for this position or any other experiences in dealership, auto customer experience, sales or service advisor are highly recommended.
- Computer literate in Microsoft office and call center system.
- Have excellent organizational, management, communication, and negotiation skills.
- Able to work with minimum supervision.
- “Can Do” attitude

**Job Types**: Full-time, Contract

Pay: RM2,000.00 - RM3,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Evening shift

Application Question(s):

- Willing to work alternate 6 days

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (required)

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