Enjoy employee discounts on beverage, merchandise, etc at all outlets across Malaysia.

Employee Discount

Establishment of corporate benefits to offer exclusive discounts or benefits to each employee. 

Employee Perk Programmes

Out-patient care and in-patient care are covered for all employee including ongoing wellness programs & activites.

Health and Wellness

Job training and continuing education help to fuel employee career growth.

Career Development

Provide more generous with their leave days. We have more than 6 other types of leave!

Extension Leave Benefits

ZUS COFFEE

<div>For many, coffee is a daily need.&nbsp;</div><div>Specialty coffee, however, is often seen as a luxury, something you treat yourself to only on special occasions.</div><div>We started ZUS Coffee to change this perception.</div><div>With the best quality ingredients, high-level coffee brewing technology and innovative business model, we’re evolving the concept of coffee consumption to make specialty coffee affordable for everyone, everyday.</div><div>a Necessity, not a Luxury&nbsp;</div>

ABOUT ZUS COFFEE

<div><strong>To be the #1 tech-driven coffee chain</strong>, where specialty coffee becomes a daily necessity and not a luxury confined by location and affordability. We envision a world where every individual can enjoy the quality of specialty coffee they rightfully deserve.</div>

VISION

Working In ZUS

<p><strong>Job Responsibilities:</strong><br></p>
<ul>
<li>Handle complex customer inquiries and escalations with professionalism and efficiency.</li>
<li>Provide guidance and support to junior team members in resolving customer issues.</li>
<li>Track and analyse customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.</li>
<li>Monitor key performance metrics such as Avg. First Response Time(FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) and another relevant set performance metric.</li>
<li>Ensure compliance with service level agreements (SLAs) and quality standards.</li>
<li>Identify gaps in customer support workflows and propose actionable solutions.</li>
<li>Conduct regular performance reviews, providing constructive feedback/coaching to improve efficiency and effectiveness.</li>
<li>Maintain and update support documentation and knowledge bases to assist the team.</li>
<li>Conduct training sessions to upskill team members on best practices and tools.</li>
<li>Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.</li>
<li>Participate in the development of customer-focused initiatives and strategies.</li>
<li>Maintain and update Standard Operating Procedures (SOPs)/FAQ’s for the Customer Happiness team.</li>
<li>Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.</li>
<li>Generate insights and analysis for senior management to inform decision-making.</li>
<li>Utilize business and data analytics tools(e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.</li>
</ul>

This job is about being a Senior Specialist in Customer Happiness. You’ll tackle tough customer issues and help train your team. You might like this job because you’ll drive improvements and ensure customers always feel valued and heard.

Freshdesk

Job Responsibilities:




-Handle complex customer inquiries and escalations with professionalism and efficiency.


-Provide guidance and support to junior team members in resolving customer issues.


-Track and analyse customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.


-Monitor key performance metrics such as Avg. First Response Time(FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) and anothe...

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