Customer Experience Executive

Roles & Responsibilities:

1. To be responsible for handling Business Partners in the State/state about the Cuckoo Air Conditioning installation process and progress (end-to-end process).
2. To act as Fujicare Sdn Bhd liaison person with Business Partners and customers regarding the Air Conditioning Rent-to-own program by Cuckoo.
3. To effectively manage the respective State's installation and ICS cases.
4. To attend to all customer queries and complaints timely and follow the Standard Operating Procedure (SOP) set.
5. To deliver an excellent customer service standard every time interacting with customers and Business Partners.
6. Consistently monitor the performance of all Business Partners in the aspects of:
7. To make sure all jobs/cases are being attended to and completed timely as per the Standard Operating Procedure (SOP).
8. To follow up on all ICS cases daily to make sure all cases are attended to following the Standard Operating Procedure (SOP).
9. Submit all invoices received by our Business Partners promptly (without fail).
10. To assist and support our Stakeholders in all areas required as per the agreed Service Level Agreement (SLA).
11. To assist the Team Leader in monitoring time performance and to initiate/suggest appropriate actions.
12. To support/advise Business Partners in all their needs regarding their responsibilities.
13. To immediately highlight to the respective Team Leader should there be challenges in/during performing their duties.
14. Update case details appropriately, i.e., Cuckoo Partner System, ICS Google Sheet, ATAS System, etc.
15. Develop and maintain strong relationships with Business Partners, and stakeholder team members to ensure ongoing satisfaction.
16. To attend any Customer Service Department meeting, discussion, training, etc. as and when required.
17. To promote a harmonious working environment within the department and the entire organization.
18. Undertake any other duties when assigned by the Management from time to time.

Qualification:

1. Excellent communication and interpersonal skills.
2. Patience and the ability to handle challenging situations with professionalism.
3. Problem-solving skills and a proactive approach to addressing customer needs.
4. Familiarity with customer service software and systems.
5. Adaptability to evolving processes and procedures.