Customer Happiness Executive

Next Energy Sdn. Bhd.; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A dynamic energy company in Malaysia is seeking a Customer Happiness Executive. This role is crucial for enhancing customer experiences by providing empathetic support, resolving inquiries, and gathering feedback. The ideal candidate should possess customer service experience, strong communication skills, and familiarity with CRM software. Opportunities for career growth and a positive work environment are offered.

Benefits

Competitive salary and benefits package

Opportunities for career growth and development

Positive and inclusive work environment

Qualifications

• Minimum of 2 years of experience in a customer service role; fresh graduates encouraged.
• Familiarity with CRM software and digital communication platforms.
• Strong verbal and written communication skills.

Responsibilities

• Act as primary contact for customer inquiries across multiple channels.
• Gauge customer satisfaction levels and identify needs.
• Deliver clear information about products and services.
• Resolve customer complaints through problem solving.
• Gather and analyze customer feedback for improvements.
• Document all customer interactions in the CRM system.

Skills

Customer service orientation

Problem-solving

Communication skills

Analytical skills

Education

Bachelor’s degree in Business, Communications, or related field

Tools

CRM software

Job description

Overview

We’re on the lookout for a dynamic and empathetic Customer Happiness Executive to join our growing team. This role is pivotal in ensuring our customers have exceptional experiences with our products and services. The ideal candidate will possess a passion for delivering outstanding customer service, a knack for problem-solving, and the ability to create meaningful connections with clients.

Responsibilities

• Customer Interaction: Act as the primary point of contact for customer inquiries across multiple channels including phone, email, live chat, and social media. Provide responsive and empathetic support throughout the onboarding, installation, and post-installation phases.
• Happiness Advocacy: Actively engage with customers to gauge satisfaction levels, understand their needs, and identify opportunities to enhance their experience with our company.
• Product Knowledge: Deliver clear and accurate information regarding company products, services, installation processes, and policies to customers.
• Problem Solving & Resolution: Handle customer complaints and service issues by identifying root causes, troubleshooting common concerns, and delivering timely and effective resolutions.
• Feedback Collection: Gather and analyze customer feedback to identify trends, recurring issues, and opportunities for service improvement. Share insights with relevant departments to enhance the customer experience.
• Documentation: Accurately document all customer interactions, feedback, and resolutions in the company’s CRM system to ensure service continuity and contribute to an evolving knowledge base.
• Communication & Teamwork: Collaborate closely with internal teams—including Sales, Marketing, and Technical Support—to resolve complex issues and ensure a smooth, end-to-end customer experience.
• Training and Development: Participate in ongoing training to stay current with industry trends and enhance your skills in customer engagement and problem-solving.

Qualifications

• Minimum of 2 years of experience in a customer service or client support role; remarkable fresh graduates are also encouraged to apply.
• Familiarity with CRM software and other relevant tools.
• Comfortable working with technology and digital communication platforms.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Ability to remain calm, professional, courteous, and customer-focused under pressure or in challenging situations.
• A Bachelor’s degree in Business, Communications, or a related field is preferred but not required.
• Bilingual or multilingual capabilities are a strong advantage (e.g., English, Bahasa Malaysia, Mandarin).

What We Offer

• Competitive salary and benefits package
• Opportunities for career growth and development
• A positive and inclusive work environment