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 new Customer Experience Assistant Manager, you will be of service to collect user data, analyze and report, transpire social media listening, overlook transactional emails, support automation, and drive overall user journey improvements for our customers.

  • Complete assigned CX initiatives and projects in a timely manner.
  • Present NPS and CX Analytics weekly and monthly data with clear and clean visuals to highlight insights to various departments and main stakeholders.
  • Perform research based on the topics forecasted by the Project Manager and innovate solutions to improve customer service levels based on findings.
  • Be the eyes and ears on the social media landscape to capture our online Voice of the Customers (VoC) as a comparison against our competitors.
  • Close the loop from omnichannel user feedback.
  • Fill in communication gaps with transactional emails by monitoring performance statistics and automation logs. Continuously enhancing the EDMs according to software capabilities and updates.
  • Ensure that the Virtual Assistance’s performance (Chatbot) is closely monitored and updated regularly in line with internal and external development.
  • Improve 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 minimum supervision.
  • Minimum two years of working experience in Customer Experience (CX) / User Research (UX) / Customer Success / Service Design / Data Analyst / Project Management related roles.
  • An empathetic and collaborative individual who is the first to provide a helping hand to team members.
  • Attention to detail with up to the mark reporting skills in numbers and English vocabulary.
  • 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 Apache Superset and Redash is a plus.

What we will 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 Video CV (Invitation to follow after your application is submitted)
  • 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)

--

Follow us on LinkedIn
Check out our Homepage
Find us on Facebook