Company Closure Customer Experience Support (Remote)

We are looking for a Customer Experience (CX) Specialist (Part-Time / Contract) to support our CX team by providing customer support on weekends, public holidays, and company closures so customer service stays uninterrupted.

As a key customer-facing representative, you will conduct proactive outbound communications, assist with billing and scheduling inquiries, and help re-engage past customers—all while earning a performance-based fee with attractive monthly bonuses!

Key Responsibilities:

1. Answer incoming customer messages on Respond.io and calls on the IVR platform.
2. Provide support from 9:00 AM to 5:00 PM on required coverage days (16 hours per week).

• Customer Outreach & Engagement: Conduct outbound calls to engage existing, past, or inactive customers to collect feedback and strengthen brand connection.
• Customer Support & Billing Queries: Assist customers with TNB electricity bill explanations, overdue payment follow-ups, and operational clarifications.
• Operations & Scheduling: Contact customers to confirm Operations & Maintenance (O&M) service schedules and coordinate appointments.
• Data Tracking & Reporting: Accurately record customer feedback, confirmation statuses, and collection outcomes in internal tracking systems.

Requirements:

• Minimum SPM, Diploma or equivalent.
• Prior experience in Customer Service, Customer Experience (CX), Outbound Calling, Telemarketing, or Customer Relations is preferred.
• Excellent verbal communication and interpersonal skills.
• Proficient in English and Bahasa Melayu (ability to speak Mandarin is an added advantage).
• Result-oriented, self-motivated, and comfortable working against activity goals and commission targets.
• Able to commit to a 6-month part-time contract.

It is ideal for someone looking for a flexible, steady routine to drive proactive customer engagement and support core CX operations!