Customer Experience & Satisfaction Specialist

ZUS COFFEE; Padang Tengku; On-site; MYR 28,000 - 45,000; Full time

Job summary

ZUS COFFEE in Malaysia is seeking a customer support role focused on fast, accurate email and live chat responses. The position emphasizes productivity, first response time, resolution time, CSAT, and the quality of responses to ensure excellent customer service across channels.

You will be measured on KPIs related to productivity, response times, and customer satisfaction, contributing to a high performing support team and consistent service quality across all inquiries.

Responsibilities

• Productivity - is a main qualifier to is a quality metric for assessing a team's performance, and by default how well a team is managing and enabling the team to deliver.
• First Response Time (Email and Live Chat)
• Resolution Time (Email and Live Chat)
• CSAT AT (Customer Satisfaction Score)
• Quality of Responses (Email and Live Chat)

Job description

ZUS COFFEE in Malaysia is seeking a customer support role focused on fast, accurate email and live chat responses. The position emphasizes productivity, first response time, resolution time, CSAT, and the quality of responses to ensure excellent customer service across channels.

You will be measured on KPIs related to productivity, response times, and customer satisfaction, contributing to a high performing support team and consistent service quality across all inquiries.