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Customer Service Executive

3 weeks ago

Petaling Jaya, Selangor, Malaysia Synergy ESCO Malaysia Full time

JOB DESCRIPTION: CUSTOMER SERVICE EXECUTIVE

Our company is dedicated to providing comprehensive ESG (Environmental, Social, and Governance) solutions. We offer a broad range of services, including energy-saving strategies, renewable energy sources, and advanced digital farming methods. Our mission is to help businesses transition to sustainable operations while promoting ethical and responsible practices. As we expand rapidly in the green technology sector, we seek committed and dynamic professional candidates for the position of Customer Service Executive to act as key contact person to handle post-deployment service function.

Roles and responsibilities:

1.
Customer Support:
To act as the key contact person after deployment is done. Offer prompt and professional responses to post-sales inquiries, including energy-saving reports, billing and payment related, and support during AGM presentations, through various channels (email, phone, on-site meetings) to ensure customer satisfaction and effective issue resolution.

2.
Relationship Management:
Build and maintain positive relationships with customers and other stakeholders to ensure long-term engagement in our ESG programs. Facilitate a smooth transition during the changeover of new term committees.

3.
Drive the success of the "Pass It On" campaign:
Seek opportunities to capture testimonials from existing customers to leverage positive feedback and enhance our brand reputation and get new leads. Periodically publicise the savings results of the ESG Program among residents to highlight the program's impact and success.

4.
Feedback and Improvement:
Collect and provide feedback on customer experiences to help refine inter-departmental and external processes and enhance service delivery and customer experience.

6.
Task Management:
Take responsibility for completing tasks on time and to a high standard, and support other departments.

7.
Documentation and Reporting:
To work with other departments to ensure all the customer contracts are appended and sent to the customer for future reference. To assist customers in understanding the monthly savings verification report. Manage and update database of customers in Hubspot.

Requirements:

  • At least 3 years of experience in a Customer Service/sales role.
  • Minimum educational requirement: Diploma graduate or equivalent.
  • Proficient in English, Malay and Mandarin.
  • A positive attitude and a team-oriented mindset with a dedication to providing exceptional Customer Service.
  • Able to work independently, multi-tasking with minimum supervision.
  • Skilled in Excel, Word and Powerpoint.
  • Experience in public speaking and negotiating, will add advantage.
  • Experience with CRM systems is required.