Job Description

•    To give technical advice and give consultation to customer on the swimming pool issues, products, services and maintenance. Thus, background in technical, construction or/and engineering will be beneficial.
• Customer Experience (CX) Executive is to serve as the primary point of contact between a given portfolio of clients and the company for all matters.
• CX is concerned with meeting customer needs during the entire customer journey. Customer service is focused on post-purchase. As such, CS is considered a subset of CX.
• To be actively involved in outdoor troubleshooting or inspection.
• To carry out swimming pool water testing, dosing chemicals, pool water treatments and advise our clients, serviceman and technician as well. 
• To provide quotation, keep tracking on the invoices and follow up payments. using Xero accounting software.
• Handle the same customer portfolio throughout the process.
• Respond promptly to customer inquiries via phone, email, WhatsApp, or in-person.
• Handle and resolve customer complaints or issues, escalating when necessary. 
• Follow up with customers post-service or installation to ensure pool performance and customer satisfaction. 
• To prepare technical reports, letter, and presentation when needed.
• Coordinate with technicians, warehouse, and operations teams for smooth service delivery. 
• Support marketing initiatives by communicating promotions or events to customers. 
• Educate customers on safe pool operation, maintenance schedules, and energy-saving practices. 
• Stay updated on latest swimming pool technologies and industry standards to advise customers effectively. 

Job Requirements

• Physically fit and able to lift, climb and work in various indoor and outdoor environment.
• Able to handle chemicals related to swimming pool maintenance (not encourage those has asthma problem)
• Minimum 1–3 years of experience in customer related field, preferably in technical, retail, or service industries.
• Knowledge of swimming pool systems, including pumps, filtration, water treatment, and chemical maintenance, is an advantage.
• Basic knowledge in electrical, mechanical, construction & other related engineering is added advantage.
• Strong communication and interpersonal skills; ability to interact with clients professionally and politely.
• Ability to handle complaints and resolve issues efficiently while maintaining a positive customer experience.
• Proficiency in Microsoft Office, e-mail, WhatsApp, and CRM systems (e.g., Xero). 
• Ability to multitask and prioritize in a fast-paced work environment. 
• Detail-oriented with strong record-keeping and follow-up skills. 
• Team player who can coordinate effectively with technicians, warehouse, and operations teams. 
• Proactive mindset with the ability to anticipate customer needs and provide helpful advice. 
• Professional appearance and demeanor; commitment to representing the company positively at all times.
• Reliable, punctual, a team player and eager to learn.

Skills