Customer Experience & Onboarding Specialist

SOCOE SDN. BHD.; Miri; On-site; MYR 36,000 - 60,000; Full time

Job summary

SOCOE SDN. BHD. in Malaysia invites a motivated customer service professional to join our team. You will handle inquiries via email, phone, and live chat, guide customers through onboarding, and ensure a positive first experience with our platform.

You will proactively engage customers, relay feedback to product teams, help with training, and maintain accurate records of interactions and outcomes while contributing to ongoing service improvements.

Responsibilities

• Serve as the primary point of contact for customer inquiries via email, phone, and live chat.
• Onboard customers through the onboarding process to ensure a seamless start with the platform.
• Proactively engage with customers to understand needs, address concerns, and identify opportunities for improvement.
• Collaborate with cross-functional teams to relay customer feedback and contribute to product and service improvements.
• Monitor customer feedback and sentiment through surveys and support tickets to guide service improvements.
• Develop and conduct training sessions for customers when required, creating educational materials.
• Maintain accurate records of customer interactions, feedback, language translation, and support cases, tracking key metrics.
• Assist in ad-hoc duties and special projects for the Customer Service and Support Manager and department heads.
• Maintain collaborative relationships with other departments to provide customer insights and support business strategy.
• Contribute to improving delivery of customer service and support for new products or services.
• Other duties as assigned.

Job description

SOCOE SDN. BHD. in Malaysia invites a motivated customer service professional to join our team. You will handle inquiries via email, phone, and live chat, guide customers through onboarding, and ensure a positive first experience with our platform.

You will proactively engage customers, relay feedback to product teams, help with training, and maintain accurate records of interactions and outcomes while contributing to ongoing service improvements.