Customer Experience Officer

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Comfort Works Full time
The Role
Comfort Works is looking for an enthusiastic and dedicated CX Officer to enhance our customer experiences for our global English-speaking markets. You will track all points of customer engagement, address customer queries, and identify ways to improve our customer services. This role is a fantastic opportunity to start your career in a dynamic and supportive environment.

To ensure success as a Customer Experience Officer, you should be eager to learn about customer engagement channels and be passionate about delivering exceptional service. An excellent command of written and spoken English is essential. We are looking for someone who can build strong customer relationships and contribute to a positive brand image.

Comfort Works is dedicated to helping all our employees grow into the best version of themselves. As such, our customer experience officers are given exposure to several different fields that they'd be able to grow into after two years, such as Marketing, Products, or continuing on in CX.

Key Responsibilities:
CUSTOMER SUCCESS AND SATISFACTION:
  • Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  • Reply to customer reviews publicly, and following up as needed.
  • Handle making and receiving of phone calls from customers.
  • Track customer experiences across online and offline channels (ie. phone calls), devices, and touchpoints.
  • Upsell new products by informing customers about new product features and functionalities.
  • Identify customer needs and take proactive steps to maintain positive experiences.
  • Perform product tests, evaluation of after-sales and support services, and facilitate improvements.
  • Document processes and log technical issues, as well as customer compliments and complaints.
  • De-escalate and handle complaints with some guidance from other agents or seniors.
  • Liaise and assist customers in personalising slipcovers for their furniture.
  • Timely customer follow-ups to ensure successful product deliveries, feedback, and after-sales care where required.
CX OPERATIONS:
  • Identifying opportunities to better the customer experience.
  • Assist in onboarding and training new CX team members.
  • Assist in developing, updating, and/or removing CX SOPs / FAQs.
  • Liaise with the Products Department to update product information displayed on our site.
  • Execute proactive outreach to customers as needed (example: in case of fabric going out of stock or batch issues).
  • Monitor performance of CX Processes, recommend changes/optimisations.
  • Participate in inter-department projects/tasks.
  • All employees are expected to perform these duties with consideration for social and environmental impact, alongside any other duties assigned by their immediate supervisor.

The Requirements:
  • Fluency in English is a must.
  • Ability to effectively address customer needs and resolve issues in a timely and professional manner.
  • Keen attention to detail and accuracy in documenting customer interactions, feedback, and inquiries.
  • Cultural sensitivity and awareness, particularly in understanding and navigating nuances across a diverse, global customer base.
  • Ability to collaborate effectively with cross-functional teams to ensure seamless customer experiences.
  • Good interpersonal skills with the ability to build rapport and establish positive relationships with customers and colleagues.
  • Fresh graduates are encouraged to apply.

The Company Comfort Works is a globally recognized E-commerce brand that manufactures custom sofa covers for furniture brands such as IKEA, Muji, Pottery Barn, West Elm, Crate and Barrel, and many more.
After 10 years in the business and 1 million homes covered, we still maintain our customer-first philosophy and our 5 star rating.
Perks and Benefits:
  • Competitive Base Salary with an attractive benefits package.
  • Hybrid working arrangements (3 days in office, 2 days WFH).
  • Strong career progression opportunities.
  • Work in an environment that values trust and autonomy.
  • Company Laptop & all the latest gadgets.
  • Parking Allowance & MRT near the office.
  • Casual Working Environment with snacks and a swimming pool.

*Our hiring practices are designed to be fair and equitable, ensuring equal opportunity for all applicants based on merit, not personal characteristics such as gender, race, color, age, or religion.

**Only shortlisted candidates will be contacted.

About Comfort Works:

Comfort Works aims to breathe new life into all of the world's living space; we do it by creating beautiful, handmade slipcovers that rejuvenate old and tired sofas. Tens of thousands of customers around the globe use our slipcovers to amplify their delight towards their homes. It's our mission not to just refresh their living space, but to make them fall back in love with it. If this mission speaks to you, join our team today.

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