Customer Success Officer

Key Responsibilities

1. Customer Support

• Provide support to customers through multiple channels (LINE OA, Email, Phone, Chat, Social Media).
• Respond to customer inquiries and resolve issues promptly.
• Escalate technical issues to the Product & Technology team when necessary.
• Maintain high standards of customer service and professionalism.

2. Customer Onboarding

• Guide new customers through the registration and onboarding process.
• Educate customers on using the M Connect application and services.
• Support customers during pilot projects and new service launches.
• Ensure customers have a smooth first-time experience.

3. Customer Success Management

• Build long-term relationships with customers.
• Monitor customer satisfaction and usage behavior.
• Follow up with customers after service usage.
• Identify opportunities to improve customer retention and engagement.

4. Complaint & Incident Management

• Receive and document customer complaints.
• Coordinate with internal teams to resolve operational or technical issues.
• Follow up until issues are fully resolved.
• Maintain complaint records and identify recurring issues.

5. Customer Feedback & Product Improvement

• Collect customer feedback and feature requests.
• Analyze customer pain points and service issues.
• Share insights with Product Owner and Operations Manager.
• Recommend improvements to products and services.

6. Customer Communication

• Notify customers about service updates, maintenance schedules, and new features.
• Prepare FAQs and customer support documentation.
• Support marketing campaigns and customer engagement activities.

7. Reporting

Prepare regular reports including:

• Customer Support Performance
• Customer Satisfaction (CSAT)
• Customer Feedback Summary
• Incident Report
• Service Improvement Recommendations

Qualification

Education

• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality, Information Technology, or related fields.

Experience

• 1–3 years of experience in Customer Service, Customer Success, Call Center, Operations, or Account Management.
• Experience in Mobile Applications, Digital Platforms, EV Charging, Transportation, or Technology businesses is preferred.
• Fresh graduates with excellent communication skills are welcome.

Technical Knowledge

• Customer Service Principles
• Customer Relationship Management (CRM)
• Microsoft Office (Excel, PowerPoint, Word)
• Ticketing or Helpdesk Systems (preferred)
• Mobile Applications and Digital Platforms
• Basic understanding of EV Charging or Mobility services is an advantage.

Skills

Customer Service Skills

• Customer Relationship Management
• Complaint Handling
• Service Recovery
• Customer Communication
• Active Listening

Operational Skills

• Problem Solving
• Documentation
• Incident Coordination
• Time Management
• Multi-tasking

Soft Skills

• Service-minded attitude
• Positive personality
• Empathy
• Strong communication skills
• Patience
• Attention to detail
• Teamwork
• Adaptability
• Ability to work under pressure