Executive - Customer Experience

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Role and Responsibilities

  • Responsible to drive great customer experience by driving awareness and understanding of myTukar's products and services.
  • Responsible to handle incoming and outcoming calls as per part of myTukar Customer Experience Team and working together with on - ground sales and inspection teams to customers.
  • Responsible in managing leads from myTukar`s online channel, call, social media, and nonsocial media platform to provide end to end service to provide an excellent customer experience journey when using myTukar`s services.
  • Responsible to assist customer requests for service quotation/financial services/retails enquiries.
  • Responsible to other duties as assigned.
  • To ensure qualified leads passed to respective sections accordingly.
  • To ensure all enquiries are attended in timely manner to achieve AHT (Average Handling Time)/FCR (First Call Resolution)/TAT (Turn Around Time).
  • Responsible to resolve customer complaints by call and working with internal departments for follow ups within the agreed TAT (Turn Around Time).
  • To ensure customer satisfaction across the business based on NPS target for customer satisfaction.
  • To ensure process and quality adherence in customer experience communications in quality assurance.

Qualifications and Education Requirements

  • Candidates must possess at least a SPM/Diploma/Degree or equivalent.
  • Candidate willing to work alternate 6 days.
  • Candidate willing to work on public holiday and weekend.
  • At least 1 to 2 years of working experience in related field is required for this position or any other experiences in dealership, auto customer experience, sales or service advisor are highly recommended.
  • Computer literate in Microsoft office and call center system.
  • Have skills in inbound, email servicing, chat, or social media.
  • Have excellent organizational, management, communication, and negotiation skills.
  • Able to work with minimum supervision.
  • “Can Do” attitude

Job Types: Full-time, Contract

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Application Question(s):

  • Willing to work alternate 6 days

Experience:

  • Customer service: 1 year (Preferred)

Language:

  • English (Required)

Work Location: In person

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