About the Role
We areseekinga proactive and customer-focusedCustomer Engagement Specialistto join our offshore team in Kuala Lumpur. This role is integral to delivering exceptional customer experiences by managing inbound inquiries, supporting customers through onboarding and adoption, and ensuring their satisfaction throughout their journey withPolyaireand our AirTouch products.
As part of the Customer Experience team, you will play a key role in building strong customer relationships, resolving issues efficiently, and contributing to process improvements that enhance service delivery.
Ifyou'repassionate about engaging with customers, problem-solving, and delivering superior experiences, this role offers an exciting opportunity to grow your career in a dynamic and collaborative environment.
Key Responsibilities
Customer Engagement & Relationship Management
- Work directly with customers to ensure their needs are met during onboarding, adoption, and ongoing support phases.
- Build meaningful relationships with customers by addressing inquiries proactively and providing tailored solutions.
- Resolve customer issues promptly whilemaintaininga focus on resolution and satisfaction.
- Conduct proactive outreach to onboard new customers and guide them through the adoption ofPolyaireproducts like AirTouch systems.
- Gather feedback from customers toidentifyopportunities for improvement and ensure their voice informs future enhancements.
Process Implementation & Optimization
- Adhere to standardized workflows using CRM tools like HubSpot& Amazon Connectto ensure consistent customer engagement.
- Accurately document all customer interactions in the CRM system for seamless handoffs across teams.
- Contribute to the growth of the knowledge database byidentifyingcommon questionsand creating support resources for customers.
Performance & Quality Standards
- Meet or exceed key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Participate in training programs and regular coaching sessions to continuously improve performance and service quality.
About You
Essential Qualifications & Experience
- 2+years of experience in customer service or support roles; technical product support preferred.
- Proficiencyin CRM tools like HubSpot or equivalent platforms for managing customer interactions.
Desirable Skills
- Comfortable working in a call centre environment, supporting customers across Australia.
- Strong interpersonal skills with a customer-centric mindset.
- Demonstrates strong critical-thinking skills when managing customer calls, including assessing issues,identifyingroot causes, and determiningappropriate nextsteps.
- Understanding of diverse cultures and backgrounds, and the Australianculture in particular.
- Background in technical product industries (e.g., HVAC or home automation).
- Problem-solving abilities with a focus on data-driven decision-making.
Why Join Us
- Be part of a growing offshore team dedicated to delivering exceptional customer experiences.
- Work in a fast-paced environment with opportunities for professional development.
- Competitive salary package with performance-based incentives.
