Customer Experience Executive

FujiaireGlobal Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

FujiaireGlobal Sdn Bhd in Malaysia seeks a proactive customer liaison to manage Business Partners for the Cuckoo Air Conditioning installation process end-to-end and to maintain strong relationships with all parties.

You will act as the liaison with Business Partners and customers for the Rent-to-own program, ensuring timely handling of ICS cases and customer queries per SOP, with professional communication.

Qualifications

• Excellent communication and interpersonal skills.
• Patience and the ability to handle challenging situations with professionalism.
• Problem-solving skills and a proactive approach to addressing customer needs.
• Familiarity with customer service software and systems.
• Adaptability to evolving processes and procedures.

Responsibilities

• Handle Business Partners in the state regarding Cuckoo Air Conditioning installation end-to-end.
• Liaise with Business Partners and customers for Rent-to-own program.
• Effectively manage ICS cases for the state.
• Attend to customer queries and complaints per SOP.
• Deliver excellent customer service to partners and customers.
• Monitor partner performance against SOP and SLA.
• Follow up on PCS cases daily per SOP.
• Submit invoices from Business Partners promptly.
• Support Stakeholders per SLA.
• Escalate issues to Team Leader when needed.
• Develop and maintain relationships with Business Partners.
• Attend CS Department meetings, training, etc.
• Promote a harmonious working environment within the department.
• Undertake other duties as assigned by Management.

Skills

Communication skills

Interpersonal skills

Patience

Problem solving

Customer service software

Adaptability

Job description

To be responsible for handling Business Partners in the State/state about the Cuckoo Air Conditioning installation process and progress (end-to-end process).

To act as Fujicare Sdn Bhd liaison person with Business Partners and customers regarding the Air Conditioning Rent-to-own program by Cuckoo.

To effectively manage the respective State's installation and **ICS** cases.

To attend to all customer queries and complaints timely and follow the Standard Operating Procedure (SOP) set.

To deliver an excellent customer service standard every time interacting with customers and Business Partners.

Consistently monitor the performance of all Business Partners in the aspects of:

To make sure all jobs/cases are being attended to and completed timely as per the Standard Operating Procedure (SOP).

To follow up on all PCS cases daily to make sure all cases are attended to following the Standard Operating Procedure (SOP).

Submit all invoices received by our Business Partners promptly (without fail).

To assist and support our Stakeholders in all areas required as per the agreed Service Level Agreement (SLA).

To assist the Team Leader in monitoring time performance and to initiate/suggest appropriate actions.

To support/advise Business Partners in all their needs regarding their responsibilities.

To immediately highlight to the respective Team Leader should there be challenges in/during performing their duties.

Develop and maintain strong relationships with Business Partners, and stakeholder team members to ensure 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 when assigned by the Management from time to time.

Qualification:

Excellent communication and interpersonal skills.

Patience and the ability to handle challenging situations with professionalism.

Problem-solving skills and a proactive approach to addressing customer needs.

Familiarity with customer service software and systems.

Adaptability to evolving processes and procedures.

MyFuji Global Sdn Bhd is a Malaysian company with a distinct vision: to make air conditioners accessible and affordable to all Malaysians while maintaining the highest quality standards for our products and services.

The company is also the parent company to FujiTrek Sdn Bhd and its subsidiaries, FujiHub Sdn Bhd and Myswat Sdn Bhd, and Fujiaire Global Sdn Bhd and its subsidiary, FujiCare Sdn Bhd.

MyFuji Global Sdn Bhd is a Malaysian company with a distinct vision: to make air conditioners accessible and affordable to all Malaysians while maintaining the highest quality standards for our products and services.

The company is also the parent company to FujiTrek Sdn Bhd and its subsidiaries, FujiHub Sdn Bhd and Myswat Sdn Bhd, and Fujiaire Global Sdn Bhd and its subsidiary, FujiCare Sdn Bhd.