JOB DESCRIPTION
Job Title : Customer Experience Represntative
Reports to : Customer Experience Manager
Based at : Sepang
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Job purpose : Customer Experience Representative
The Customer Experience Representative will be responsible for to deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the CAE Kuala Lumpur customer journey. The Front Desk Assistant role is required for keeping track of customer journeys, interacting with customers across all channels and platforms and coordinating with all internal and/or external stakeholders to keep fine-tuning the overall customer experience for CAE Kuala Lumpur.
The Customer Experience Representative role will be responsible for the in-house customer experience daily operations, managing of the Pilot and Employee lounge, a variety of similar and/or tasks requiring considerable judgement and will be required to share expertise with colleagues in terms of customer centricity. Duties and
Responsibilities:
1. Ensuring a smooth customer experience journey from any point of contact all the way to when customer end their contracts with CAE Kuala Lumpur
2. Contributing to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more.
3. Supporting daily front desk and office administration task whenever required by welcoming visitors, assisting with check-in processes, answering, and referring inquiries and attending to all incoming and outgoing official calls, emails, documents inclusive of courier services handling.
4. Support the housekeeping of Pilot and Employee lounge on daily basis.
5. Arrangements and handling of customers prior and during active moving around throughout operation hours.
6. Be heavily involved in the complaints management system, answering customer enquiries, and responding to complaints accordingly and not being afraid to stand your ground.
7. Building long lasting relationships with customers and key stakeholders withing the business.
8. Partnering with the Customer Experience Manager to support organizational engagement with customers.
9. Contribute to the department’s continuous improvement and wellness initiatives.
10. Pilot and Employee Lounge management including inventory management, schedule timely snacks and beverages purchases. Escalating to Management in terms of feedbacks and/or complaints received on Pilot Lounge and following up on the matters escalated and communicating with customer(s) once resolution is achieved.
11. Execute front office duties to provide customers with requested information regarding their training delivery (schedules, changes, etc.) and logistics (hotel, transport, visa etc.)
12. Support and coordinate event planning when needed.
13. Any other duties and responsibilities that may be assigned to by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Customer Experience team in CAE KL.
Qualifications and Skills:
1. University Degree and minimum of 2 years and equivalent Customer Experience industry experience.
2. Creative and comfortable with “blank sheet of paper” assignments and problem solver in a complex environment.
3. Analytical and critical thinking, excellent interpersonal, and presentation skills.
4. Willingness to learn, responsible and have good work ethics.
5. Customer focused and attention to detail is required.
6. Strong communication skills in English (verbal and written) to communicate with stakeholders from diverse backgrounds.
7. Ability to analyze and synthesize data from both quantitative and qualitative resources.
8. Ability to work independently in a dynamic environment
9. Systemic thinker with ability to understand the holistic picture and complex considerations
10. Good team player with positive attitude and strong sense of integrity and responsibility.
Working conditions:
1. Office based.
Job Type: Full-time
Salary: RM2,900.00 - RM3,600.00 per month
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
- Vision insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Sepang: Reliably commute or planning to relocate before starting work (Required)
Education:
- STM/STPM (Preferred)
Experience:
- Customer Care Specialist: 1 year (Preferred)
- Hospitality: 1 year (Preferred)
- Aviation: 1 year (Preferred)
Language:
- English (Preferred)
- Bahasa (Preferred)
