Executive, Customer Experience (Inbound / Outbound Calls)

CARRO; Shah Alam; On-site; MYR 47,000 - 78,000; Full time

Job summary

Carro, Southeast Asia's leading online automotive marketplace, invites you to join its Customer Experience team in Shah Alam. You will handle inbound and outbound calls, explain Carro's products, and coordinate appointments with precision and a customer-first mindset.

This role requires at least two years in customer service or call center settings, strong communication, and ability to meet AHT, FCR and TAT targets while delivering high-quality service.

Qualifications

• Willing to work on an alternate 6-day schedule, including weekends and public holidays.
• At least two years in a related field; automotive customer experience or service advisor is preferred.
• Proficient in Microsoft Office and call centre systems.
• Skilled in handling inbound calls, email servicing, live chat, and social media.
• Strong organisational, communication, negotiation, and management skills.
• Able to work independently with minimal supervision and a proactive attitude.
• Previous experience in customer service or call centre environments is an advantage.

Responsibilities

• Promote Carro's products and services clearly to customers.
• Manage inbound and outbound calls with prompt, professional communication.
• Handle and nurture leads from online channels and calls to deliver seamless service.
• Assist customers with service quotations, financing options, and retail inquiries.
• Coordinate qualified leads to relevant teams for timely follow-ups.
• Respond quickly to meet AHT, FCR, and TAT targets.
• Resolve customer complaints by coordinating with internal departments.
• Support customer satisfaction by maintaining high QA standards and NPS targets.

Skills

Customer service

Inbound calls

Outbound calls

Communication

Negotiation

Organization

Tools

Microsoft Office

Call centre systems

Job description

Executive, Customer Experience (Inbound / Outbound Calls)

About your role As a part of Customer Experience team, you will handle both inbound and outbound calls, engaging with the customers to provide information, resolve inquiries, and coordinate appointments using company-provided leads. This is a structured, target-driven position requiring excellent communication skills, attention to detail, and a strong customer-focused mindset. You will work closely with internal teams to ensure a seamless service journey while meeting defined performance metrics. This role is ideal for individuals who thrive in high-activity environments and are motivated by clear objectives and attractive incentives.

Jobs Descriptions

Enhance customer experience by actively promoting and clearly explaining Carro's products and services.

Manage inbound and outbound calls, ensuring prompt, professional, and effective communication with customers.

Handle and nurture lead from Carro's online channels, calls, social media, and other platforms to deliver seamless end-to-end service.

Assist customers with requests for service quotations, financing options, and retail inquiries accurately and efficiently.

Coordinate qualified leads to the appropriate teams to maintain smooth operations and timely follow-ups.

Respond to all enquiries quickly to meet Average Handling Time (AHT), First Call Resolution (FCR), and Turnaround Time (TAT) targets.

Resolve customer complaints by coordinating with internal departments to ensure timely and effective resolutions.

Support Carro's customer satisfaction objectives by maintaining high service standards in line with Net Promoter Score (NPS) targets.

Ensure adherence to process and quality standards in all customer communications in line with quality assurance requirements.

Requirements

Willing to work on an alternate 6-day schedule, including weekends and public holidays.

At least two years of experience in a related field; experience in dealership, automotive customer experience, sales, or service advisor roles is highly preferred.

Proficient in Microsoft Office and call centre systems.

Skilled in handling inbound calls, email servicing, live chat, and social media interactions.

Strong organisational, communication, negotiation, and management skills.

Able to work independently with minimal supervision and maintain a proactive "can-do" attitude.

Previous experience in customer service or call centre environments is an advantage.

About Carro

Carro has carved out a reputation as Southeast Asia's largest online automotive marketplace. This tech unicorn is a people-centric business with over 4,000 employees in 7 countries who speak 9 languages. Working here, you'll be part of a diverse, inclusive, team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co

Why work with Carro?

Join the region’s largest online automotive marketplace with offices in 7 countries.

Firsthand experience at reshaping the automotive industry using the latest technologies such as AI and machine learning

Formal and informal learning and development programmes to support your growth and career progression.

Comprehensive benefits including medical, insurance and wellbeing.

Flexible working arrangements upon request.

Learn from some of the most experienced mentors in the technology and automotive space.

Meet and interact with colleagues from all around Asia.

Pursue opportunities to work at departments in other countries and regions.

Diverse and inclusive working environment with modern workspaces.

Fun and engaging employee events, initiatives, and celebrations.

Founded in 2015, Carro is Southeast Asia's largest used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI-enabled capabilities, and innovative technological solutions.

Headquartered in Singapore, the tech unicorn startup focuses on the automotive ecosystem, with business operations in retail, insurance, aftersales, and financing. It has raised over US$600 million from Softbank Vision Fund and several sovereign funds and is supported by over 4,500 staff across Asia-Pacific.

Carro is currently present in 7 markets including SG, MY, ID, TH, HK, JP, TW and AU.

Founded in 2015, Carro is Southeast Asia's largest used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI-enabled capabilities, and innovative technological solutions.

Headquartered in Singapore, the tech unicorn startup focuses on the automotive ecosystem, with business operations in retail, insurance, aftersales, and financing. It has raised over US$600 million from Softbank Vision Fund and several sovereign funds and is supported by over 4,500 staff across Asia-Pacific.

Carro is currently present in 7 markets including SG, MY, ID, TH, HK, JP, TW and AU.

Founded in 2015, Carro is Southeast Asia's largest used car marketplace. By offering a trustworthy and transparent experience, Carro transforms the traditional way of buying and selling cars through proprietary pricing algorithms, AI-enabled capabilities, and innovative technological solutions.

Headquartered in Singapore, the tech unicorn startup focuses on the automotive ecosystem, with business operations in retail, insurance, aftersales, and financing. It has raised over US$600 million from Softbank Vision Fund and several sovereign funds and is supported by over 4,500 staff across Asia-Pacific.

Carro is currently present in 7 markets including SG, MY, ID, TH, HK, JP, TW and AU.