Customer Experience Representative

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

Customer Support & Engagement: Serve as the primary point of contact for customer inquiries, delivering timely and professional assistance via email, phone, and live chat.

Customer Onboarding: Guide customers through the onboarding process, ensuring a seamless transition to the platform and a positive first experience with the company.

Proactive Communication: Proactively engage with customers to understand their needs, address concerns, and identify opportunities for enhancing the customer journey experience.

Cross-functional Collaboration: Work closely with teams across the organization, to relay customer feedback, identify trends, and contribute to product and service improvements.

Customer Feedback & Continuous Improvement: Monitor customer feedback and sentiment through surveys, direct interactions, and support tickets, using insights to recommend and implement strategies for ongoing service improvements.

Customer Education & Training: Develop and conduct training sessions for customers if required, creating educational materials that empower them to get the most out of our products and services.

Record Keeping & Reporting: Maintain accurate and up-to-date records of customer interactions, feedback, language translation and support cases. Track key metrics related to customer satisfaction, retention, and service performance.

Assist in various ad-hoc duties and special projects as required by the Customer Service and Support Manager or other departmental heads.

Maintain a collaborative working relationship with other departments, providing insights from the customer perspective and contributing to the overall business strategy.

Contribute to improving the delivery of customer service and supporting the implementation of new products or services.

Other duties as assigned.

Computer Software & Networking 11-50 employees

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.