Full Time Associate Customer Experience Jobs, Salary up to MYR 3,500 in MiHCM Asia Federal Territory - Maukerja

Job Title: Associate Customer Experience
Company: MiHCM Asia Sdn Bhd

About the Role

We are seeking a dedicated Associate Customer Experience to join our Services/Delivery Asean team. Reporting to the Head Regional Delivery, you will serve as the primary Live Agent Point of Contact for our existing customers. In this role, you will deliver exceptional customer service by effectively resolving inquiries, troubleshooting issues, and providing accurate guidance and solutions. Your empathy, timely responses, and solutions-oriented support across all communication channels will be essential in ensuring high levels of customer satisfaction, fostering brand loyalty, and upholding a positive company image.

Key Responsibilities

• Act as the primary Live Agent point of contact for customer inquiries via phone, email, live chat, and social media channels, ensuring prompt, professional, and accurate responses.
• Diagnose and troubleshoot technical customer issues, providing effective solutions or seamlessly escalating complex cases to Tier 2 support or relevant internal departments.
• Maintain comprehensive and accurate documentation of all customer interactions, feedback, and resolutions within the designated CRM system.
• Proactively educate customers on product features, functionalities, and best practices to enhance user adoption and the overall product experience.
• Consistently achieve or exceed individual and departmental Key Performance Indicators (KPIs), including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) targets.
• Actively gather and synthesize customer feedback, relaying valuable insights to the product and operations teams to drive continuous improvement.
• Adhere strictly to established Service Level Agreements (SLAs) and company policies regarding communication and data privacy.

Qualifications & Experience

• Bachelor's degree in IT, Business Information Systems, or a related discipline (a combination of a relevant diploma and extensive practical experience may be considered in lieu of a degree).
• 1 to 3 years of hands-on experience in an IT system technical customer service, IT system customer care, or IT system technical support role.
• Demonstrated experience operating CRM and helpdesk software (e.g., Zendesk, Salesforce, Freshdesk).
• Previous exposure to a fast-paced corporate or technology-driven environment is highly advantageous.

Skills & Competencies

• Exceptional verbal and written communication skills paired with active listening and high emotional intelligence (empathy).
• Strong problem-solving and conflict resolution capabilities.
• Effective time management, prioritization, and multitasking skills.
• Ability to remain calm and professional under pressure.
• Deep understanding of customer service principles, best practices, and contact center performance metrics (CSAT, SLA, AHT).
• Comprehensive product and service knowledge with the ability to learn quickly.
• Strong awareness of data privacy, compliance, and confidentiality standards.
• Proficiency in general computer applications and CRM systems.

Pay: From RM3,500.00 per month

Benefits:

• Additional leave
• Dental insurance
• Flexible schedule
• Health insurance
• Maternity leave
• Vision insurance
• Work from home

Work Location: In person