Customer Support & Communication

Handle customer inquiries via phone, email, live chat, and social media.
Provide accurate information on products, order status, delivery timelines, and aftersales services.
Manage customer complaints, service recovery cases, and warranty requests promptly and professionally.
Record and update all customer interactions in the company’s CRM system (e.g., HubSpot, Sleek Flow).
Maintain a consistent and professional communication tone aligned with Yu Home’s brand values.

Order & Aftersales Management

Coordinate with the Operations and Logistics teams on order fulfilment, delivery tracking, and issue resolution.
Monitor product returns, exchanges, and warranty claims to ensure timely follow-up and completion.
Assist in customer onboarding, including product setup or guidance (if applicable)

Quality & Process Excellence

Adhere to established SOPs and quality standards for customer service.
Contribute feedback to improve workflow, tools, and customer journey touchpoints.
Support continuous improvement initiatives within the CX department.
Track and achieve individual KPIs (response time, CSAT score, case resolution, etc.).

Team Collaboration

Work closely with the CX Manager and fellow agents to ensure full coverage (12hours & 7days operation).
Participate in regular training, team meetings, and performance reviews.
Provide input for process documentation and CX system optimization.

Yu Home Solutions Sdn Bhd