Admin – Customer Experience

2 days ago

Petaling Jaya, Selangor, Malaysia Kiddocare Sdn Bhd Full time 33,600 - 60,000 per year

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:

1. Customer Support Operations

  • Assist with responding to customer inquiries via WhatsApp, email, and social platforms.
  • Monitor ticket statuses and follow up with internal teams for issue resolution.
  • Ensure all interactions are logged properly in the system.

2. 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.

3. Data & Reporting

  • Compile daily and weekly reports on customer satisfaction, complaints, and resolution turnaround time.
  • Flag recurring issues and recommend process improvements.

4. 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.

5. 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.

Job Type: Permanent

Pay: RM2, RM2,800.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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