Job Details

Job Responsibilities:

• To be responsible for handling Business Partners in the State/state about the Cuckoo Air Conditioning installation process and progress (end-to-end process)
• To act as Fujicare Sdn Bhd liaison person with Business Partners and customers regarding the Air Conditioning Rent-to-own program by Cuckoo
• To effectively manage the respective State's installation and ICS cases
• To attend to all customer queries and complaints timely manner and follow the Standard Operating Procedure (SOP) set
• To deliver an excellent customer service standard every time, interacting with customers and Business Partners
• Consistently monitor the performance of all Business Partners 
• To make sure all jobs/cases are being attended to and completed timely manner as per the Standard Operating Procedure (SOP)
• To follow up on all ICS cases daily to make sure all cases are attended to following the Standard Operating Procedure (SOP)
• Submit all invoices received by our Business Partners promptly (without fail)
• To assist and support our Stakeholders in all areas required as per the agreed Service Level Agreement (SLA)
• To assist the Team Leader in monitoring time performance and to initiate/suggest appropriate actions
• To support/advise Business Partners in all their needs regarding their responsibilities
• To immediately highlight to the respective Team Leader, should there be challenges in/during performing their duties
• Update case details appropriately, i.e., Cuckoo Partner System, ICS Google Sheet, ATAS System, etc
• Develop and maintain strong relationships with Business Partners and stakeholder team members to ensure ongoing satisfaction
• To attend any Customer Service Department meeting, discussion, training, etc., as and when required
• To promote a harmonious working environment within the department and the entire organization
• Undertake any other duties when assigned by the Management from time to time

Job Requirements:

• Excellent communication and interpersonal skills
• Patience and the ability to handle challenging situations with professionalism
• Problem-solving skills and a proactive approach to addressing customer needs
• Familiarity with customer service software and systems
• Adaptability to evolving processes and procedures