Customer Experience Specialist (Order to Cash)

The Access Group; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading business management solutions provider is seeking a professional to join their Finance Customer Experience team in Kuala Lumpur. You will handle customer queries, build relationships, and strive to enhance customer service outcomes. Ideal candidates will possess strong interpersonal skills, a passion for service, and experience in a fast-paced environment. Come be a part of a company that values diversity and inclusion while helping small and mid-sized organizations thrive.

Benefits

25 days leave

Health contribution

Charity days

Qualifications

• Demonstrable track record of customer service success within a business.
• Ability to manage customer query cases effectively.
• Experience enhancing systems to improve customer experience.

Responsibilities

• Build and nurture relationships across reporting levels.
• Resolve invoicing and payment queries.
• Deliver on customer case resolution targets.

Skills

Interpersonal skills

Customer service success

Relationship building

Professional behavior

MS Office proficiency

Communication skills

Attention to detail

Passion for customer service

Job description

Overview

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days give you 25 days leave a year and a health contribution, and you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

About you

Reporting to the Finance Customer Experience Manager, you will be part of the team which is responsible for the Finance Customer Experience Operation within the Access Technology Group.

Your day-to-day will include:

• Excellent interpersonal and positive influencing skills across the spectrum of the company.
• Demonstrable track record of customer service success within a business with multiple thousands of customers.
• Ability to build and nurture relationships across reporting levels.
• Credible and professional behavior.
• Computer literate with strength in the MS Office products.
• Excellent communication skills, verbal and non-verbal.
• Meticulous attention to detail with an ability to work in a methodical manner.
• A passion for providing excellent customer service.

Your skills and experiences might also include:

• Undertake all necessary activity to secure positive customer experience results for the business using a variety of communication formats.
• Manage customer query cases and resolving invoicing and payment queries.
• Continually enhance the business’s systems and procedures to maintain excellent efficiencies within the customer experience function.
• Liaise with, and maintain the support of, the sales teams and projects teams to illicit the required resources for site issue solving to free up debt.
• Deliver on challenging targets based on the following: Customer case resolution times; Customer feedback on cases resolution experience; Aged Debt where cases remain open and unresolved; Activity levels; Ad-hoc duties.

What are we all about?

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what’s important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, even if your previous experience doesn’t align perfectly, you might just be the perfect fit for us. We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together. Love Work. Love Life. Be You.