Customer Experience Specialist (Penang)

Key Responsibilities:

Customer Journey Understanding and Consultation: Accurately comprehend

the customer journey and provide consultative advice on solar products and

services, effectively communicating benefits and intricacies.

Document Management and Compliance: Ensure timely and accurate collection

of documents for SEDA applications and maintain comprehensive logs of all

customer interactions, transactions, feedback, and resolutions.

Customer Support and Feedback Analysis: Facilitate post-service support,

coordinate installations, and handle customer concerns swiftly, ensuring smooth

communication between customers and technical teams. Collaborate with

sales, technical, and other teams to ensure seamless customer transitions and

analyze feedback to improve the overall customer journey.

Upselling Opportunities and Campaign Execution: Identify opportunities for

upselling or cross-selling based on customer needs, execute campaigns to

enhance the customer experience, and stay updated on solar technology,

government policies, and company products.

Job Requirements:

Effective Communication and Interpersonal Skills: Possess strong interpersonal

and communication skills, ensuring clarity and effectiveness in interactions with

customers and team members.

Stress Management and Conflict Resolution: Ability to handle stressful

situations and resolve conflicts efficiently, maintaining professionalism and

composure.

Solar Energy Industry Knowledge: Demonstrated understanding of solar energy

systems, products, and the overall industry landscape.

Customer-Centric Approach and Language Proficiency: Exhibit a strong

commitment to delivering exceptional customer service, with a desire to add

value and mirror customers language and tone. Preferably proficient in Bahasa

Melayu, English, and Mandarin for effective communication with a diverse

customer base.