Customer Experience Executive (Junior/ Senior)

SOCOE SDN. BHD.; Kuching; On-site; MYR 56,000 - 100,000; Full time

Job summary

SOCOE SDN. BHD. in Malaysia invites a Customer Experience Executive (Junior/Senior) to be the main touchpoint for premium clients.

You will learn our services, solve complex problems, and tailor setups to fit each client’s needs, ensuring a hassle-free experience and smooth system operation from day one. You will act as the direct contact across channels, guide onboarding, maintain accurate records, and collaborate with technical and product teams to improve our services.

Qualifications

• Excellent client-facing communication
• Ability to tailor services to client needs
• Proven problem-solving in technical/operational contexts
• Willingness to learn and master product offerings
• Analytical mindset for tracking client metrics

Responsibilities

• Direct, personal contact for premium clients across channels.
• Customize client experience within SOCOE setup.
• Guide elite clients through onboarding for a seamless start.
• Troubleshoot and resolve complex issues quickly.
• Perform proactive system checks and updates to prevent problems.
• Create and deliver client-focused training and guides.
• Advocate for clients internally to improve services.
• Maintain accurate records of client setups, preferences, and issues.

Skills

Customer service

Problem solving

Technical aptitude

Communication

Job description

Customer Experience Executive (Junior/ Senior)

Position Overview
The Solutions Concierge is the main, dedicated point of contact for our top-tier clients within the SOCOE ecosystem. This role is for a skilled professional who combines excellent customer service with strong technical and operational knowledge. As a Solutions Concierge, you will learn our services inside and out so you can solve complex problems smoothly and customize setups to fit each client’s specific needs. Your focus is strictly on great service delivery: making sure clients have a hassle-free experience, their systems run perfectly, and any issues are quickly resolved.
Core Responsibilities
Tailored Service Delivery & Customization

Main Point of Contact: Serve as the direct, personal contact for premium client questions across all channels, handling every interaction with a high level of professionalism.

Client Customization: Look closely at how each client operates to adjust and customize their experience within the SOCOE setup, making sure our services fit their business perfectly.

Smooth Onboarding: Guide elite clients through the entire onboarding process, creating a welcoming and seamless transition that sets a high standard from day one.

System Knowledge & Problem Solving

Expert Knowledge: Maintain a deep understanding of our services and how they work, serving as the go-to expert for the client.

Quick Issue Resolution: Act as the primary specialist for troubleshooting, quickly finding and fixing complex technical or operational issues before they disrupt the client’s work.

Proactive System Checks: Look ahead to spot potential problems before they happen, making updates to keep the client’s system running smoothly.

Training & Education: Create and run clear, customized training sessions and guides that help clients get the most out of their specific setup.

Internal Client Advocate: Act as the voice of the client inside the company, working closely with technical and product teams to share feedback and help improve our services.

Accurate Record Keeping: Keep detailed and organized records of client setups, language preferences, and past issues, tracking metrics based entirely on client satisfaction and service quality.

The Profile We Seek

An Executive-Ready Communicator: Professional, confident, and articulate—ready to build trust and seamlessly collaborate with executive clients from day one!

A Tech-Savvy Problem Solver: Passionate about diving into a client’s unique business needs and effortlessly turning them into the perfect technical setup!

An Execution Champion: Hyper-focused on smooth delivery, rock-solid system knowledge, and creating delightful, top-tier customer experiences every step of the way!

Bonus Points – Data Savvy! (Good to Have) Brings hands-on data analysis experience to uncover insights, track performance, and drive even smarter decisions!

SOCOE is a Technology Development Company, which is competitive and distinct; with strong IT background and robust business understanding.

We have the vision to humanize technology and our approach enables digital transformation of people with an integrated, flexible and secure approach that offers services that have a commitment to trust and compliance.

SOCOE is a Technology Development Company, which is competitive and distinct; with strong IT background and robust business understanding.

We have the vision to humanize technology and our approach enables digital transformation of people with an integrated, flexible and secure approach that offers services that have a commitment to trust and compliance.