Kerja Sepenuh Masa, Customer Experience Executive di Kiddocare Malaysia Selangor - Maukerja

Role Overview

The Customer Experience Executive is responsible for supporting the day-to-day operations of the Customer Experience team by managing customer enquiries, administrative tasks, documentation, coordination, and follow-ups.

The role ensures that customer requests and operational matters are handled promptly, accurately, and professionally. This position will work closely with internal teams to ensure smooth communication and resolution of customer issues while maintaining accurate records and supporting the overall customer experience.

Key Responsibilities

1.     Customer Experience & Support          

• Respond to customer enquiries through WhatsApp, email, phone, social media, and other communication channels.
• Provide accurate and timely information to customers regarding Kiddocare services, bookings, payments, schedules, and general enquiries.
• Assist customers with booking-related enquiries, changes, cancellations, and other service requests.
• Monitor customer cases and follow up with the relevant internal teams to ensure timely resolution.
• Handle customer complaints and concerns professionally, with empathy and appropriate follow-up.
• Escalate complex or sensitive cases to the Customer Experience Manager when required.
• Ensure all customer interactions and case updates are properly recorded.

2.     Administrative Support

• Maintain and update customer records, databases, trackers, and internal documentation.
• Process and organise customer-related forms, documents, and administrative records.
• Assist with preparing reports, summaries, and other documents required by the Customer Experience team.
• Ensure customer information and records are accurate, complete, and up to date.
• Support the team with daily administrative and operational tasks.
• Assist in maintaining proper filing and documentation for customer-related matters.

3.     Daily Operations & Coordination

• Coordinate with Operations, Finance, Sales, Marketing, and other relevant teams to resolve customer-related matters.
• Follow up on outstanding cases, requests, payments, documents, and operational issues.
• Monitor pending tasks and ensure appropriate follow-up is completed within the expected timeline.
• Assist in coordinating internal communication relating to customer requests and service issues.
• Support the Customer Experience team in ensuring smooth daily operations.

4.     Customer Complaints & Case Management

•       Receive, document, and follow up on customer complaints and feedback.
•       Investigate customer concerns by gathering relevant information from internal teams.
•       Ensure customers receive timely updates on the status of their cases.
•       Maintain proper records of complaints, actions taken, and resolutions.
•       Identify recurring customer issues and highlight them to the Manager for further review.

5.     Reporting & Data Management

•       Maintain accurate daily and monthly customer service records and trackers.
•       Assist in preparing reports on customer enquiries, complaints, cases, response time, and other relevant Customer Experience metrics.
•       Monitor outstanding cases and highlight overdue or high-priority matters.
•       Support the team in analysing customer feedback and identifying common trends or issues.
•       Ensure data and reports are submitted accurately and within the required timeline.

6.     Process & Service Improvement

•       Identify opportunities to improve administrative and customer service processes.
•       Provide feedback on recurring customer enquiries, service issues, and operational challenges.
•       Assist in updating SOPs, FAQs, templates, and customer communication materials.
•       Support the implementation of new processes, tools, or systems to improve customer experience.
•       Ensure daily activities are carried out according to company policies and SOPs.

7.     Team Support

•       Support the Customer Experience team in managing daily workload and operational priorities.
•       Assist team members with customer cases and administrative matters when required.
•       Share relevant updates and information with team members to ensure consistent customer communication.
•       Support the onboarding of new team members by sharing knowledge of administrative processes and customer service procedures.
•       Work closely with the Customer Experience Manager on assigned projects and improvement initiatives.

Requirements

•       Diploma or Bachelor's Degree in Business Administration, Customer Service, Management, Communications, or a related field.
•       1–3 years of experience in customer service, administration, customer experience, operations, or a related role.
•       Fresh graduates with strong communication and organisational skills may also be considered.
•       Good written and verbal communication skills in English and Bahasa Malaysia.
•       Strong customer service and interpersonal skills.
•       Good administrative and organisational skills with strong attention to detail.
•       Able to manage multiple tasks and prioritise work effectively.
•       Comfortable handling customer complaints and challenging situations professionally.
•       Proficient in Microsoft Office / Google Workspace.
•       Experience with CRM, ticketing systems, WhatsApp Business, or customer service platforms will be an advantage.