Customer Experience Executive

Job Responsibility

• To be responsible in handling Business Partners in the State/States with regards to Cuckoo Air Conditioning installation process and progress (end to end process).
• To act as Fujicare Sdn Bhd liaison person with Business Partners and customers with regards to the Air Conditioning Rent -To - Own program by Cuckoo.
• To effectively manned the respective States installation and ICS cases.
• To attend to all customer queries and complaints timely and in accordance with the Standard Operating Procedure (SOP) set.
• To deliver an excellent customer service standard each and every time interacting with customers and Business Partners.
• Consistently monitor performance of all Business Partners in the aspects of:
• a) Quality of work for all installation job
• b) Quality/standards of work performed during each re-visit for ICS cases.
• To make sure all jobs/cases are being attended and completed timely as per the Standard Operating Procedure (SOP).
• To follow up on all ICS cases on a daily basis to make sure all cases are attended to in accordance with the Standard Operating Procedure (SOP).
• Submit all invoices received by our Business Partners in a timely manner (without fail).
• To assist and support our Stakeholders in all areas required as per agreed Service Level Agreement (SLA).
• To assist Team Leader in monitoring time performance and to initiate/suggest appropriate actions.
• To support/advice Business Partners in all their needs in regards to their responsibilities.
• To immediately highlight to the respective Team Leader should there be challenges in/during performing their duties.
• Update case details appropriately, i.e., Cuckoo Partner System, ICS Google Sheet, ATAS System etc.
• Develop and maintain strong relationships with Business Partners, Stakeholders team members in making sure of ongoing satisfaction.
• To attend any Customer Service Department meeting, discussion, training etc. as and when required.
• To promote a harmonious working environment within the department and the entire organization.
• Undertake any other duties as-and-when assigned by the Management from time to time.

Job Requirements

• Language required: English and Bahasa Malaysia. Proficiency in Mandarin will be added as advantage.
• Diploma or equivalent; associate's or Bachelor's Degree is a plus.
• Proven experience in customer service, administrative support, or a related field.
• Fresh graduates are welcomed to apply.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in using MS Office (Word, Excel), and other relevant tools.
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
• Attention to detail and accuracy in data entry and documentation.
• Empathy, patience, and a positive attitude when dealing with customers.

Job Benefits

• EPF/SOCSO/EIS
• Annual leave/medical leave/hospitalization leave
• Paternity/maternity leave
• Company insurance coverage
• Dental or optical

Additional Benefits

• Training Provided
• 5 Working Days
• Medical Claim