Job Description

Job Overview

To interact with Business Partners & Customers (internal & external) to address their concerns and needs, by delivering accurate and professional customer experience at all times.

Job Requirements

Key Responsibilities

1. To be responsible in handling Business Partners in the State/States with regards to Cuckoo Air Conditioning installation process and progress (end to end process).
2. To act as Fujicare Sdn Bhd liaison person with Business Partners and customers with regards to the Air Conditioning Rent -To - Own program by Cuckoo.
3. To effectively manned the respective States installation and ICS cases.
4. To attend to all customer queries and complaints timely and in accordance with the Standard Operating Procedure (SOP) set.
5. To deliver an excellent customer service standard each and every time interacting with customers and Business Partners.
6. Consistently monitor performance of all Business Partners in the aspects of:
   a) quality of work for all installation job
   b) quality/standards of work performed during each re-visit for ICS cases.
7. To make sure all jobs/cases are being attended and completed timely as per the Standard Operating Procedure (SOP).
8. To follow up on all ICS cases on a daily basis to make sure all cases are attended to in accordance with the Standard Operating Procedure (SOP).
9. Submit all invoices received by our Business Partners in a timely manner (without fail).
10. To assist and support our Stakeholders in all areas required as per agreed Service Level Agreement (SLA).
11. To assist Team Leader in monitoring time performance and to initiate/suggest appropriate actions.
12. To support/advice Business Partners in all their needs in regards to their responsibilities.
13. To immediately highlight to the respective Team Leader should there be challenges in/during performing their duties.
14. Update case details appropriately, i.e., Cuckoo Partner System, ICS Google Sheet, ATAS System etc.
15. Develop and maintain strong relationships with Business Partners, Stakeholders team members in making sure of ongoing satisfaction.
16. To attend any Customer Service Department meeting, discussion, training etc. as and when required.
17. To promote a harmonious working environment within the department and the entire organization.
18. Undertake any other duties as-and-when assigned by the Management from time to time.

Qualiications

1. Excellent communication and interpersonal skills.
2. Patience and the ability to handle challenging situations with professionalism.
3. Problem-solving skills and a proactive approach to addressing customer needs.
4. Familiarity with customer service software and systems.
5. Adaptability to evolving processes and procedures.

Skills