CX Escalations Specialist

Join one of the world’s leading energy solutions providers and discover how you can grow with Yinson no matter where you are in your career.

Yinson is passionate about meeting the world’s energy demands in a sustainable way. To achieve this, we believe in attracting great employees through the creation of a vibrant, progressive workplace that puts people first.

We’re always on the lookout for experienced and passionate individuals to be part of the team, working and collaborating effectively to make a difference and create impact with individuals, corporations, governments and the business world.

Who are we?

Yinson GreenTech is a wholly owned subsidiary of Yinson Holdings Berhad, a public limited liability company, incorporated and domiciled in Malaysia, and listed on the Main Market of Bursa Malaysia.

YGT is a green technologies solutions provider delivering clean, integrated and technology-enhanced ecosystems and services across the marine, mobility and infrastructure segments.

YGT’s strategic investments currently include an advanced hydrofoil system for electric vessels, e-bikes with swappable batteries, autonomous technology for electric vehicles and vessels, marine energy storage solutions and electric vehicle charging.

YGT currently has five main brands: MarinEV, ChargEV, DrivEV, RydeEV and DigitalEV.

For more information, please visit Yinson GreenTech at: https://ygt.yinson.com

Job Summary:

The CX Escalations Specialist at ChargEV will play a crucial role in managing and resolving complex customer issues and escalations. This position will leverage advanced customer service methodologies, predictive analytics, and deep expertise in customer relationship management to ensure high levels of customer satisfaction and loyalty. The ideal candidate will be adept at handling irate customers, resolving intricate issues efficiently, and fostering a customer-centric culture across the organization.

Key Responsibilities:

• Manage and resolve complex customer escalations, ensuring timely and satisfactory outcomes.
• Utilize advanced CRM tools and analytics to identify and address recurring customer pain points.
• Collaborate with cross-functional teams to develop and implement strategies for improving customer service processes and protocols.
• Lead efforts to continuously improve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), with a focus on enhancing Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Conduct thorough root cause analysis of customer issues and implement corrective actions to prevent recurrence.
• Serve as a customer advocate within the company, promoting a customer-first mindset and ensuring that customer feedback drives service enhancements.
• Develop and deliver training programs for customer service teams to handle escalations and improve overall service quality.
• Monitor and report on customer service performance metrics, providing insights and recommendations for improvement to senior management.
• Maintain detailed records of customer interactions and issues using CRM systems, ensuring data accuracy and integrity.
• Handle customer communications across various channels, including phone, email, chat, and social media, with empathy and professionalism.

Qualifications:

• Bachelor’s degree in business administration, communications, or a related field, or equivalent practical experience in customer support or service roles. It’s desirable if any Certification in Six Sigma or similar process improvement methodologies.

Skills & Experiences:

• Proven experience in customer service with expertise in handling escalations and complex customer issues.
• Proficiency in CRM tools and analytics.
• Strong problem-solving skills and ability to manage high-pressure situations.
• High proficiency in English and Malay, both written and spoken.
• Extensive experience in customer service management, particularly in handling escalations and complex issues.
• Strong background in customer relationship management, contact center operations, and workforce management.
• Demonstrated ability to analyze data and predict customer needs, preemptively addressing potential issues.
• Proven track record of improving customer satisfaction and loyalty through strategic initiatives.
• Experience with AI-driven customer support tools and chatbot technology.
• Background in conducting and analyzing customer feedback interviews and research to guide customer support strategies.
• Experience in a digital-first company with a deep understanding of digital tools and platforms that enhance customer experience.
• Experience in a senior customer care role, managing large teams and BPO partnerships.
• Proven success in leading cross-functional projects and driving operational efficiency.

What can we offer?

You will be working in a culturally diverse organisation which fosters teamwork and mutual support. Our dynamic workplace not only encourages people to be innovative, creative, and open but is also geared to realising ambition. We provide mentorship and coaching to our employees in developing their professional career with us.

Yinson offers an excellent package of benefits and has offices located in a prime location in the City allowing for easy travel to and from work. Working hours are flexible with numerous company events held during the year.