Customer Experience Specialist

Arrow Components; Penang; On-site; MYR 4,000 - 6,000; Full time

Job summary

A leading components supplier in Penang is looking for a Customer Experience Specialist to enhance customer satisfaction through effective communication and support. Key responsibilities include responding to inquiries, resolving complaints, and supporting the sales team. Ideal candidates should have strong customer service experience and a proactive approach to problem-solving.

Qualifications

• Experience in customer service roles.
• Strong communication skills across various channels.
• Ability to manage and resolve customer complaints effectively.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Handle daily sales activities and support the sales team.
• Address and resolve customer complaints to ensure satisfaction.
• Document customer interactions accurately.
• Gather and report customer feedback.

Job description

Position

Customer Experience Specialist

Job Description

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Load orders into the system accurately and efficiently.
• Sales Activities and Support:
  • Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.
  • Maintain efficiencies in corporate operational processes and procedures.
  • Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
  • Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information.
  • Notify customers of related price changes.
• Problem Resolution:
  • Address and resolve customer complaints and issues effectively, ensuring customer satisfaction.
  • Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
  • Handle local expediting and assist global opportunities through local escalation.
  • Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
• Documentation:
  • Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Feedback Collection:
  • Gather and report customer feedback to help improve processes.
• Team Collaboration:
  • Work closely with other departments to ensure a seamless customer experience.
  • Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
  • Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving.
  • Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
• Process Improvement:
  • Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
  • Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.

Job Complexity

• Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
• Completes work under moderate supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.

Location

MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type

Full time

Job Category

Business Support