About You

You will be reporting to Head, Customer Experience, where you will be expected to ensure and deliver excellent customer selling journey across our retail outlets in Malaysia. You will support both the determined business targets (KPIs) as well as functioning as a motivator and decision maker to ensure the Customer Experience Specialists in respective outlets are working efficiently and in unity.

Your Day-to-Day

  • Help drive performance, customer-centric culture, and one inspiring environment aligned with Carsome’s Customer Experience strategy and business plan.
  • Provide outstanding leadership and motivation, and take ownership of team results in continuously monitor team performance and highlight discrepancies with action taken on the spot to align with company goals and customer experience strategy.
  • Be supportive to improvement opportunities identified by stakeholders, and be an efficient and effective change manager for continuous business improvement.
  • Continuously drive team engagement and create an open and safe communication environment for CES to feedback.
  • Monitor team attendance, potential document infraction and implement corrective action whenever necessary.
  • Coaching and development of new and existing staff, transforming communications and the way they work.
  • Be the point of contact for escalation of customer feedback and/or complaints from CES and stakeholders.
  • Building relationships with key stakeholders within the business.

Your Know-How

  • At least one (1) year of working experience as Team Leader.
  • Having customer experience and/or customer service experience will be an added advantage.
  • Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu).
  • Willing to work on weekends and public holidays, and travel outstation for retail outlet visit.
  • Willingness to learn, responsible, obedient behavior, & good work ethics.
  • Data driven, Customer service-oriented mindset & like to speak to customers.
  • Able to work under pressure & able to work with minimum supervision.
  • Ability to start work immediately will be an added advantage.
  • Experience in project management is an added advantage, but not mandatory.