Customer Experience Associate

The Customer Success Associate is one of the key front-line representatives of Maideasy. As the first point of contact for both customers and cleaning crews, this role is responsible for delivering a seamless, professional, and high-quality customer experience across all communication channels.

The primary objectives of this role are to:

• Deliver prompt, accurate, and empathetic customer support.
• Ensure smooth daily job fulfilment between customers and cleaning crews.
• Resolve customer issues effectively while protecting the Maideasy brand.
• Drive customer retention and recurring bookings through excellent service and proactive engagement.

Key Responsibilities

A. Customer Experience & Operations

1. Complete and maintain all assigned daily operational checklists.
2. Coordinate daily job fulfilment to ensure bookings are executed smoothly between customers and cleaning crews.
3. Respond promptly and professionally to customer enquiries across all communication channels.
4. Assist customers with booking, payment, account, and mobile app-related issues.
5. Investigate and resolve customer complaints while ensuring timely service recovery in accordance with company guidelines.
6. Follow up with customers after completed sessions to obtain service ratings and feedback.
7. Escalate complex issues to the appropriate internal teams when required.
8. Support other customer-related operational tasks as assigned.

B. Customer Retention & Sales

As part of the daily customer engagement process:

1. Conduct follow-up calls to customers who completed their cleaning sessions the previous day.

For satisfied customers:

• Thank them for their feedback.
• Encourage ratings and reviews.
• Promote additional services and recurring bookings where appropriate.

For dissatisfied customers:

• Listen actively and acknowledge their concerns.
• Explain the next steps for service recovery.
• Escalate service quality issues to the Lead Trainer.

1. Contact customers with incomplete or abandoned bookings to understand their concerns, provide assistance, and convert them into confirmed bookings whenever possible.
2. Achieve a minimum target of four (4) new recurring bookings per month.

C. Cleaning Crew Support

1. Monitor cleaning crews’ attendance and punctuality for all scheduled morning and afternoon sessions.

2. Coordinate customer rescheduling and cancellations while minimising operational disruptions.

3. Ensure cleaning crews submit all required supporting documents, including medical certificates, leave applications, transport claims, and other payroll-related documents for Finance processing.

4. Provide operational support to cleaning crews encountering issues during service delivery, including but not limited to:

   • Incorrect booking scope
   • Customer unavailable upon arrival
   • Job-related operational challenges

5. Work closely with the Recruitment and Training teams to identify underperforming crews for refresher training or coaching.

6. Perform other crew support and operational duties as assigned.

What it takes to become part of our Customer Success team?

1.       A minimum of Bachelor Degree in related field is required.

2.       Strong written and communication skills in both Bahasa Melayu and English.

3.       At least 2 years experience in face-to-face, phone or virtual / online customer support role. Fresh graduate with no experience is welcome to apply.

5.       Maideasy Customer Support is operating 7 days a week. The candidate must be willing to work on weekends and Public Holidays on rotational basis.