Admin - Customer Experience

1 week ago

Damansara, Malaysia Kiddocare Sdn Bhd Full time

**About Kiddocare**

Kiddocare is Malaysia’s leading platform that connects families with trained, verified babysitters. We are on a mission to make childcare safe, accessible, and convenient for every parent. Join us to shape a better experience for families across the country.

**Role Overview**

The Admin - Customer Experience is responsible for supporting day-to-day operations of the customer service team, ensuring smooth handling of customer queries, maintaining proper records, assisting with reporting, and ensuring timely communication between internal teams and users.

**Key Responsibilities**

**Customer Support Operations**
- Monitor ticket statuses and follow up with internal teams for issue resolution.
- Ensure all interactions are logged properly in the system

**Administrative Tasks**
- Maintain and update customer records and booking histories.
- Support scheduling and confirmation of bookings.
- Coordinate with the carer operations and tech support team for issue escalations.

**Data & Reporting**
- Compile daily and weekly reports on customer satisfaction, complaints, and resolution turnaround time.
- Flag recurring issues and recommend process improvements.

**Support for Campaigns & Feedback Loops**
- Assist with pushing out customer satisfaction surveys and collecting feedback.
- Help execute campaigns targeting inactive users or promoting new features/services.

**Documentation & SOP Maintenance**
- Maintain and update SOPs for customer handling processes.
- Ensure internal documentation is organized and up to date.

**Requirements**:

- Minimum Diploma in Business Administration, Communications, or related field.
- 1-2 years of admin or customer service experience preferred (fresh grads are welcome).
- Good written and verbal communication skills in Bahasa Malaysia and English.
- Detail-oriented, organized, and able to multitask.
- Familiar with Microsoft Office / Google Workspace.
- Comfortable working in a fast-paced, tech-enabled environment.

**Nice to Have**
- Experience using CRM tools (e.g., HubSpot, Zendesk, or equivalent).
- Prior experience in a startup or service-based industry.

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

Pay: RM2,000.00 - RM3,000.00 per month

**Benefits**:

- Opportunities for promotion
- Parental leave
- Professional development

Application Question(s):

- Your Notice Period
- Your salary expectation

Work Location: In person

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