Customer Experience Executive

Job Brief:

We're looking for a proactive and customer-focused Customer Experience Executive to manage customers throughout their EV charger installation and after-sales journey.

You will communicate with customers, coordinate with internal teams, and ensure customers receive timely updates and clear next steps while delivering an excellent customer experience.

Key Responsibilities

• Respond to customer enquiries via WhatsApp, phone, email and other channels.
• Guide customers from order confirmation to installation and after-sales support.
• Provide accurate information on installation, pricing, payment, warranties and charger usage.
• Keep customers updated on appointments, progress and next steps.
• Record and manage customer cases in the company system.
• Coordinate with Operations, Project, Service, Engineering, Finance and installation partners.
• Follow up and resolve customer cases, escalating when necessary.
• Share customer feedback and suggest service improvements.
• Support customer service guides, FAQs and AI/customer experience initiatives.
• Learn Recharge's products, services and EV charging solutions.

Requirements

• Diploma or bachelor’s degree in Business Administration, Communications, Hospitality, Engineering or a related field.

• Previous experience in customer service, customer experience, hospitality, retail, contact centre or another customer-facing role is preferred.

• Fresh graduates with strong communication skills and the right attitude are encouraged to apply.

• Good communication skills in English & Bahasa Malaysia; Mandarin is an advantage.

• Comfortable speaking with customers through both written and telephone communication.

• Strong problem-solving, organisation and communication skills.

• Organised and capable of managing multiple cases and follow-ups.

• Strong sense of responsibility, initiative and attention to detail.

• Comfortable working in a growing company where processes continue to improve.

• Proficient in Google Workspace, Microsoft Office or similar productivity tools.

• Interest in EV, technology and sustainability is a plus.