Customer Experience & Partnerships Lead

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

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.