Agensi Pekerjaan Ideal Reliance Hiring! Full Time Customer Success Specialist E-Mobility (Shift-Based role) in Selangor, Earn up to MYR 3,000 - Ricebowl

Employment Details

• Location: Sunway Square Corporate Tower
• Employment Type: 12 months contract
• Basic Salary: MYR 2,800 – MYR 3,000 per month
• Shift Allowance: RM550 per month
• Working Hours: 9 hours per shift
• Shift Schedule: 24/7 operations with a rotating 3-shift schedule

Job Purpose

The Customer Success Specialist E-Mobility needs to project a professional company image by providing the best Customer experience through phone interaction, emails and ticketing engagements with Customers. The Customer Success Specialist delivers effective communications, value-adding interactions and efficient issue resolution.

Key Responsibilities

1. Customer Support & Enquiries

Provide first-line customer support across multiple communication channels while ensuring a high standard of customer service.

Responsibilities include:

• Handle a range of front-line Customer enquiries within the agreed processes and ways of working, including:
• Feedback and Issues: Take ownership for the resolution of Integrated EV complaints, feedback and compliments, liaising with other service partners as required.
• Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership.
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes.

2. Loyalty Programme Management

Support and manage the end-to-end customer experience for company E-Mobility loyalty programme.

Responsibilities include:

• Manage the E-Mobility loyalty Customer Experience.
• Handle transaction queries, self-serve queries and general loyalty related enquiries.
• Process Customer loyalty registration and personal data management, channel preference modification.
• Resolve Loyalty complaints.

3. Operations & Administrative Support

Maintain operational excellence by supporting internal processes and ensuring data accuracy.

Responsibilities include:

• Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.
• Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system.
• Collaborate with third party IT companies.
• Liaise with internal interfaces within the agreed processes and ways of working.

4. Digital Customer Experience & Touchless Support

Promote digital adoption and improve customers' self-service experience.

Responsibilities include:

• Support company Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application.
• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.
• Clean up of brilliant basics – customer touchpoints digitally on external apps.
• All the branding digital work (google maps, how our charge images and descriptions show up).
• Physical on-site branding work and 1x clean up with engineering.
• Clean up of e2e pricing tracking management.

Qualifications

• Bachelor's Degree preferred.
• Previous experience in Customer Service, Customer Success, Contact Centre, or Operations.
• Proficient in Microsoft Office applications.
• Experience using CRM, ticketing, or case management systems is an advantage.

Skills & Competencies

Customer Focus

• Strong customer service orientation with the ability to understand, anticipate, and meet customer needs.
• Demonstrates ownership and accountability in resolving customer issues.
• Represents company professionally as a brand ambassador.

Communication

• Excellent verbal and written communication skills.
• Able to communicate professionally across phone, email, live chat, social media, and digital platforms.
• Strong interpersonal and stakeholder management skills.

Problem Solving

• Strong analytical and troubleshooting abilities.
• Able to manage multiple priorities while maintaining attention to detail.
• Makes sound decisions within established policies and procedures.

Pay: RM2,800.00 - RM3,000.00 per month

Work Location: In person