Senior Executive Customer Experience - Bandar Utama

Fujiaire, a Malaysian air conditioner manufacturer, boasts a 40-year legacy of excellence, recognized globally for reliability, quality, and service.

Fujiaire has garnered accolades across 16 countries, including Qatar, Bahrain, Jordan, UAE, Saudi Arabia, Kuwait, South Africa, India, Bangladesh, Sri Lanka, Hong Kong, Macau, Vietnam, Brunei, Indonesia, and the Philippines.

On November 16, 2021, Fujiaire Global Sdn Bhd was established to distribute Cuckoo air conditioners co-created with Fujiaire in Malaysia. Led by Managing Director Wong See Wei, the company is committed to industry-leading innovation and service.

FujiCare, a Fujiaire Global subsidiary, provides installation, repair, and maintenance services for residential and commercial air conditioning units.

In March of this year, Cuckoo co-created with Fujiaire air conditioners entered the Malaysian market through a strategic collaboration with CUCKOO International (MAL) Sdn Bhd. Sales surpassed the initial target, reaching 66,000 homes. Sales volume for 2023 is projected at RM40.7 million, reflecting the success of the alliance.

• Oversee Cuckoo Air Conditioning installations and liaise with the PIC in designated states.
• To act as Fujicare Sdn Bhd liaison person with Business Partners and customers concerning the Air Conditioning rent-to-own program by Cuckoo.
• Address queries and complaints timely and by the Standard Operating Procedure (SOP) set.
• To deliver an excellent customer service standard every time interacting with customers and Business Partners.
• Consistently monitor the team's performance and work closely with the HOD on the job arrangement for the team.
• Consistently monitor the performance of all Business Partners in the aspects of:
  • a.) Quality of work for all installation job
  • b.) Quality/standards of work performed during each re-visit for ICS cases.
• To assist and support our Stakeholders in all areas required as per the agreed Service Level Agreement (SLA).
• To immediately report to the HOD should there be challenges in/during performing their duties.
• To support the HOD with any reports or ad hoc tasks assigned.
• Develop and maintain strong relationships with Business Partners, Stakeholders team members to make sure of ongoing satisfaction.
• Attend any relevant meeting, discussion, training, etc. as and when required.
• To assist with monthly closing and preparing the monthly report.
• Acknowledge the need for flexibility and adaptability to undertake any other duties when assigned by the Management from time to time.

• A bachelor’s degree in business administration, management or a related field is preferred.
• At least 3-4 years of working experience in a customer engagement-related field is required.
• Able to converse fluently in English and Bahasa. Mandarin is a plus.
• Team leader with strong organizational skills, and leadership skills.
• Excellent communication and interpersonal skills.
• Patience and the ability to handle challenging situations with professionalism.
• Problem-solving skills and a proactive approach to addressing team needs.
• Familiarity with customer service software and systems.
• Adaptability to evolving processes and procedures.
• Petaling Jaya: Reliably commute or planning to relocate before starting work (Preferred)