Customer Experience Associate

Are you a talented and driven problem solver who would like to join our team in Kuala Lumpur? Someone with a startup mentality, who is capable of integrating into a multicultural team?

SOCAR aims to change the way people in South East Asia move around by becoming the biggest car-sharing platform in South East Asia. We are currently the biggest player in Malaysia and aim to scale out our product offering across more verticals and geographies.

Want to be part of this journey from the very beginning?

We are growing fast - this is an extremely exciting moment for SOCAR.

What will you be engaged in?
As our Associate Customer Experience, you will be supporting the CX team in user data reporting, filtering social media conversations, recording email performance statistics, and assisting the team with allocated projects.

• Assist in ensuring CX initiatives and projects are executed in a timely manner.
• Prepare NPS and CX Analytics weekly and monthly data with clear and clean visuals to highlight insights to various departments and main stakeholders.
• Facilitate research based on the topics forecasted by Managers and collaborate on the proposed innovations to improve customer service levels based on findings.
• Be the human filter in the online Voice of the Customers (VoC) analysis as a comparison against our competitors.
• Proactively checking to see if the user feedback from Social Media is responded to within the predetermined timeframe.
• Fill in communication gaps with transactional emails by monitoring performance statistics and automation logs.
• Ensure that the Virtual Assistance’s performance (Chatbot) is closely monitored and updated regularly in line with internal and external development.
• Be of service to improving the Standard Operating Procedure (SOP) and execute approved automation to reduce customer service contacts and increase Customer Satisfaction (CSAT).
• Be an advocate for Lean Six Sigma practices or Design Thinking methodologies.

Are you the ideal candidate?
First and foremost, ask yourself: Are you customer-obsessed? This is the key SOCAR’s prime value that drives our mission forward. If your heart and mind shout “YES, I am!”, you have just identified a fundamental match between you and your future SOCAR team.

• Thrive in start-up and fast-paced environments with guided mentors.
• Minimum one year of working experience in Customer Experience (CX) / User Research (UX) / Customer Success / Service Design / Data Analyst / Project Management related roles.
• An empathetic with the willingness to continuously learn and improve knowledge on human-centered designs.
• Attention to detail and is able to submit reports without multiple revisions.
• Familiar with Google Workspace especially Google Sheet and Slides.
• Preferably someone who has knowledge in the sharing economy — automotive, transportation, SaaS, travel, or tourism.
• Knowledge in CX metrics such as NPS, CES, CSAT, and Social Media Rating is a plus.

What will we offer you?

• Be part of the fastest-growing car-sharing company in the world!
• Opportunity to drive new ideas and make a measurable impact on company metrics.
• Work with incredibly driven people with great executable ideas.
• Competitive Salary.
• Medical Insurance.
• SOCAR traveling credits.
• Phone allowance.
• International environment (we are 18 different nationalities in the office!)
• The chance to launch new markets in different countries.
• Endless company events (Futsal, cinema, birthday cakes, celebrations, team lunch, and dinner ... )

What will your roadmap to join SOCAR look like?

After you submit your application, you can expect to prepare for the following steps in the hiring process:

• 1 session - Talent Acquisition Team (Virtual or face-to-face)
• 1 business case (To be pitched in the subsequent round)
• 1 session - Hiring Manager (Virtual or face-to-face)
• 1 session - CEO/CFO and/or other HODs (Virtual or face-to-face)

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