Customer Experience Executive

1. Job Summary

The Customer Experience Executive is responsible for delivering excellent customer service and ensuring a positive customer experience across all customer interactions. The role involves handling customer enquiries, complaints, service requests, billing matters, account-related issues, and other utility service concerns professionally and efficiently.

The successful candidate will act as the first point of contact for customers, providing accurate information, resolving issues where possible, and ensuring customer satisfaction in accordance with the company's service standards, policies, and procedures.

2. Key Responsibilities

Customer Service & Experience

• Handle incoming customer enquiries via telephone, email, live chat, social media, and other communication channels.
• Provide accurate information on utility services, billing, payments, account details, service applications, and related matters.
• Assist customers with service requests, account updates, complaints, and general enquiries.
• Deliver professional, courteous, and empathetic customer service at all times.

Complaint Handling & Resolution

• Investigate customer complaints and provide appropriate solutions within the established service level agreement (SLA).
• Manage difficult customer interactions professionally and demonstrate effective problem-solving skills.
• Escalate complex or unresolved issues to the relevant departments for further action.
• Follow up on outstanding cases to ensure timely resolution and customer satisfaction.

Utility Account & Service Support

• Assist customers with electricity, water, or other utility-related enquiries, depending on the assigned project.
• Explain billing statements, payment arrangements, account balances, service interruptions, and reconnection procedures where applicable.
• Guide customers through service applications, account registration, payment channels, and other relevant processes.
• Maintain accurate customer information and case records in the company's CRM or customer management system.

Customer Experience Improvement

• Identify recurring customer issues and provide feedback to the team leader for service improvement.
• Promote customer satisfaction through effective communication and first-contact resolution.
• Comply with company policies, data privacy requirements, quality standards, and customer service procedures.

Performance & Reporting

• Achieve individual KPIs, including quality scores, customer satisfaction, attendance, productivity, and SLA targets.
• Ensure all customer interactions and case updates are recorded accurately.
• Participate in coaching sessions, team briefings, product training, and quality calibration exercises.

3. Job Requirements

• Minimum SPM qualification; Diploma or Degree in any discipline is an added advantage.
• Previous experience in customer service, contact centre operations, or the utilities industry is preferred.
• Fresh graduates with strong communication and customer service skills are encouraged to apply.
• Good verbal and written communication skills in Bahasa Malaysia and English.
• Ability to handle customer enquiries and complaints calmly and professionally.
• Basic computer literacy and ability to use CRM systems, Microsoft Office, and other customer service applications.
• Strong problem-solving, listening, interpersonal, and time-management skills.
• Willingness to work shifts, weekends, or public holidays if required by the assigned operation.

4. Key Performance Indicators (KPIs)

Performance will be measured against the following indicators:

• Customer Satisfaction Score (CSAT)
• Quality Assurance (QA) Score
• First Contact Resolution (FCR)
• Average Handling Time (AHT), where applicable
• Service Level Agreement (SLA) compliance
• Case resolution and follow-up effectiveness
• Attendance and punctuality
• Productivity and adherence to work schedules

Pay: RM2,000.00 - RM2,300.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion

Work Location: In person