Customer Service Executive

ROLE SUMMARY

The Customer Experience & Advocacy Executive is responsible for developing and implementing strategies to enhance customer satisfaction and loyalty. This role involves interacting with customers to gather feedback, address concerns, and ensure a positive experience with the company's products and services. The executive will also serve as a voice for the customer within the organization, advocating for improvements and changes based on customer feedback and trends.

KEY RESPONSIBILITIES

In this role you will:

1. Serve as a primary point of contact for customer inquiries and issues.
2. Provide prompt and accurate responses to customer queries and complaints.
3. Conduct regular customer satisfaction surveys and feedback sessions.
4. Develop and implement strategies to improve the overall customer experience.
5. Work closely with the sales and marketing teams to ensure a consistent and positive customer journey.
6. Identify and address any gaps or weaknesses in the customer experience.
7. Advocate for customer needs and preferences within the company.
8. Analyze customer feedback to identify patterns, trends, and areas for improvement.
9. Collaborate with product development and operations teams to enhance product offerings and service delivery based on customer insights.
10. Educate customers about solar energy products and their benefits.
11. Develop and manage customer engagement programs, such as loyalty schemes, referral programs, and community events.
12. Create informative and engaging content for customers, including guides, FAQs, and newsletters.
13. Train the customer support and sales teams to improve customer interaction skills.
14. Monitor and report on customer experience metrics and KPIs.
15. Analyze data to understand customer behavior and preferences.
16. Provide regular reports to senior management with insights and recommendations.
17. Work with various internal stakeholders, including sales, marketing, product development, and technical support teams.
18. Ensure alignment of customer experience strategies with overall business objectives.
19. Participate in cross-functional teams to drive company-wide customer-centric initiatives.
20. Other relevant duties assigned by your reporting manager / The Management from time to time.

BENEFITS
What’s great about this opportunity?

• A fair remuneration package including an attractive commission scheme.
• Career progression in a fast growing impact organisation backed by Petronas.
• Work in an agile-driven environment alongside a diverse team who will support your job growth.
• Contribute directly to improving the lives of B40 communities, as a part of a #madetoimpact organisation.

QUALIFICATIONS

To be shortlisted for this position, you will need to have:

• 3 years of experience in customer experience optimization, customer service solutions or workflow design.
• Bachelor’s degree in Marketing, Business Administration, or related field.Proven experience in customer service, customer experience management, or related roles, preferably in the solar or renewable energy sector.Excellent communication and interpersonal skills.Strong analytical and problem-solving abilities.Familiarity with customer relationship management (CRM) tools and data analysis software.Passion for renewable energy and environmental sustainability.

Job Types: Full-time, Permanent

Pay: RM3,000.00 per month

Benefits:

• Additional leave
• Maternity leave
• Parental leave
• Professional development

Work Location: In person