Customer Service Executive [Night shift]

About SonataCX

We’ve been improving customer experience experts worldwide since 1995. From humble beginnings, and an aspirational name, our belief and determination grew GAPbuster Worldwide from a local start-up to a truly global success story.

Today, as Sonata CX, we have offices and teams of customer experience experts worldwide, covering the widest range of measurement programs in over 100 countries. We’re looking to grow our terrific team to support the next stage of our plans.

Our expertise lies in our ability to deliver bespoke, highly complex, ongoing measurement programs that drive change from your frontlines teams and throughout your organisation.

About the Position

Customer Service Executive

Location: Petaling Jaya, Selangor

Employment Type: Full-Time, Permanent

Why Join Us?

• Performance-based incentives and recognition
• Multicultural and collaborative work environment
• Career growth and advancement opportunities
• Medical and insurance coverage
• Nuptial Leave, Carer's Leave, Compassionate Leave, and Parental Leave

Key Responsibilities

• Assign evaluations to registered mystery shoppers and auditors in the Americas / Europe region using SonataCX systems and platforms
• Follow up with shoppers and auditors to ensure evaluations and reports are submitted within required timeframes
• Respond to enquiries from shoppers, auditors, and clients in a professional and timely manner
• Investigate and resolve issues relating to shopper assignments, reports, and market operations
• Conduct quality control checks on reports and survey results to ensure compliance with service standards and client requirements
• Validate receipts, images, and supporting documents submitted by shoppers
• Assist with the recruitment and onboarding of new shoppers and auditors across global markets
• Ensure all work is completed within agreed service level agreements (SLAs)
• Support ad hoc projects and operational activities as required

Requirements

• Higher Secondary, STPM, ‘A’ Level, Pre-U, Diploma, Advanced / Higher / Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree in any field
• Excellent written and verbal English communication skills
• Strong communication and customer service skills
• Excellent attention to detail and ability to perform repetitive tasks accurately
• Good problem-solving and time management skills
• Ability to work independently and meet deadlines in a fast-paced environment
• Previous customer service experience is an advantage but not essential
• Applicants must be willing to work in Petaling Jaya
• Fresh graduates are also welcome to apply

If you think you are the right person for this challenging and rewarding role, we’d love to hear from you. Please apply by sending your resume online.