About SonataCX
We've been improving customer experience experts worldwide since 1995. From humble beginnings, and an aspirational name, our belief and determination grew GAPbuster Worldwide from a local start-up to a truly global success story.
Today, as Sonata CX, we have offices and teams of customer experience experts worldwide, covering the widest range of measurement programs in over 100 countries. We're looking to grow our terrific team to support the next stage of our plans.
Our expertise lies in our ability to deliver bespoke, highly complex, ongoing measurement programs that drive change from your frontlines teams and throughout your organisation.
The Opportunity
We are currently seeking an adaptable and enthusiastic team player to join our Operations team in the Petaling Jaya office, with strong opportunities for growth and development. As a Customer Service Executive reporting directly to the Team Leader / Shift Leader, you will play a key role in supporting the team to meet its goals and objectives while ensuring that SonataCX shoppers and clients receive the highest level of service.
The ideal candidate will possess strong verbal and written communication skills, demonstrate professionalism, and work effectively within a fast-paced, team-oriented environment.
This is a full-time, permanent position of 40 hours per week, Monday to Friday, from 10:00 pm to 7:00 am (Night Shift).
Job Highlights
- Multicultural Environment
- Career Advancement Opportunities
- Flexible Working Arrangement
- Medical & Insurance Coverage, Nuptial leave, Carer Leaves, Compasionnate Leaves, Parental Leaves
- Performance Incentives
Responsibilities may include
- Assigning evaluations to registered mystery shoppers / auditors using SonataCX software and web systems according to business requirements.
- Following up with registered mystery shoppers / auditors who have not yet expressed their evaluations / reports within the set timeframes.
- Answering, investigating and resolving any enquiries through any communication platform given by SonataCX.
- Assisting with shopper recruitment in all markets as required.
- Gathering of information in regards to specific client enquiries.
- Responding or ensuring a response to all client evaluation enquiries in a prompt, professional, appropriate and timely manner.
- Investigating and resolving issues in relation to a specific market.
- Any other ad hoc projects as required by the Shift Leader/Team Leader/Operations Manager.
- Quality control checking results according to SLA times and ensuring accurate information is presented to clients.
- Validating receipts/images for reports according to service standards. Evaluations are quality checked according to set guidelines and service standards to each specific client.
- Confirming information with registered shoppers / auditors when necessary.
- Work to agreed Enquiry Line turnaround times for designated clients in accordance with program specifications.
- Ensure accurate resolution of client/shopper enquiries to agreed SLA times.
- Completing reports according to set SLA timeframes, standards for each specific client and priority for each day.
- Translating documents into required L.O.T.E language as required by company.
Knowledge and Skills Required:
- Excellent written and verbal communication skills
- Problem solving skills
- Ability to complete repetitive tasks and maintain a high level of attention to detail
- Intermediate to advanced MS office skills
- Ability to work to deadlines
- Organisational and time management skills
- Culturally sensitive and tolerant
Typical Experience:
- Intermediate experience with MS Office programs
- Previous experience in customer service is desirable
