Liaison Officer, Customer Experience Department

Air Selangor; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A utility service provider in Selangor is seeking a dedicated professional to ensure excellent service by maintaining communication with consumers. The role involves following up on case statuses, monitoring resolutions, providing timely feedback, and updating social media inquiries. The ideal candidate will have a Diploma in Customer Service and at least 3 years of relevant experience, demonstrating strong problem-solving and communication skills in both English and Malay. This opportunity is vital in fostering good relationships with consumers and enhancing overall service quality.

Qualifications

• At least 3 years of working experience in the related field.
• Computer literate.

Responsibilities

• Follow-up on issues with the Associate (LET), Liaison Officer (LO), and officer-in-charge at districts.
• Monitor the progress of case resolutions and feedback by district Coordination Staff.
• Ensure prompt follow-ups and feedback to consumers.
• Provide inbound agents with the latest information on cases/problems status.
• Accurately update disruption status on a regular basis.
• Update and reply to social media and ensure timely attendance to customers' complaints or enquiries.
• Support contact center supervisors in providing relevant support to inbound agents.
• Produce reports on all cases detailing status, type, and category.
• Make outgoing calls to customers on status of cases or complaints resolutions.
• Ensure consumers are well-informed.
• Build good rapport between consumers and company.

Skills

Good communication skills with written and verbal proficiency in English and Malay

Problem solving

Active team player

Analytical and creative

Education

Diploma in Customer Service

Tools

MS Office

Job description

JOB SUMMARY

To provide excellent and consistent service via maintaining and enhancing good communication with walk in and call‑in consumers

KEY DUTIES AND RESPONSIBILITIES

• To follow‑up on issues with the Associate (LET), Liaison Officer (LO) and officer‑in‑charge at districts to obtain the up‑to‑date information on cases / problem status.
• To monitor the progress of case resolutions and feedback by district Coordination Staff according to Client Charter or service standard.
• To ensure prompt follow ups and feedback to consumers
• To provide inbound agents with the latest information on cases / problems status
• To accurately update disruption status on regular basis
• To update and reply Facebook, twitter, and WhatsApp, and to ensure customers’ complaints or enquiries are attended to on timely manner
• To support contact center supervisors in providing relevant support to inbound agents
• To produce reports on all the cases detailing status, type and category of cases
• To make outgoing calls to customer on status of cases or complaints resolutions
• Consumers are well‑informed
• Good rapport is built between consumers and company

Minimum Qualifications

• Diploma in Customer Service
• At least 3 years of working experience in the related field
• Computer literate
• MS Office is compulsory
• Problem solving
• Good communication skills with written and verbal proficiency in English and Malay
• Active team player, analytical, creative and possess high integrity