Customer Experience Admin Executive

Fujiaire Global; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service-focused company in Malaysia is seeking a dedicated individual to manage customer inquiries through various channels including phone and WhatsApp. The role involves resolving issues, collaborating with teams to enhance service, and maintaining accurate records. The ideal candidate will have strong communication skills, attention to detail, and the ability to multitask effectively in a fast-paced environment. A diploma or equivalent is required, while a degree is a plus.

Qualifications

• Proven experience in customer service or a related field.
• Ability to multitask and work under pressure.
• Empathy and a positive attitude towards customers.

Responsibilities

• Respond to customer inquiries via phone, WhatsApp, and email.
• Resolve customer issues and maintain accurate records.
• Collaborate with departments to improve service efficiency.

Skills

Excellent communication skills

Problem-solving abilities

Proficiency in MS Office

Attention to detail

Multitasking

Education

Diploma or equivalent, associate's or bachelor's degree is a plus

Tools

MS Office (Word, Excel)

Job description

Respond promptly to customer inquiries via various communication channels like phone, WhatApps, and email.

Investigate and resolve customer issues, striving to achieve first-contact resolution whenever possible.

Collaborate with relevant departments to resolve complex problems and ensure timely solutions.

Maintain accurate and organized installer records, interaction logs, and documentation.

Input and update the installer information in the system.

Generate reports and analytics on customer interactions, feedback, and trends to identify areas for improvement.

Communicate effectively with installers, team members, and other departments to ensure seamless information flow.

Collect and document customer feedback, suggestions, and complaints to help improve products and services.

Identify process inefficiencies and propose improvements to enhance the overall customer service experience.

Contribute to the development and enhancement of customer service policies and procedures.

Adhere to company standards, guidelines, and best practices in customer service.

Prioritize tasks and assignments to ensure timely completion of projects and deadlines.

Provide support to team members by managing their administrative tasks when.

Qualifications

• Diploma or equivalent; an associate's or bachelor's degree is a plus.
• Proven experience in customer service, administrative support, or a related field.
• 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.

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