Customer Experience Professional (Mandarin/Bahasa Indonesia Speaker)


Bangkok, 10, TH

Company:  ExxonMobil

Job Role Responsibilities


Be the primary contact point to execute customer-driven activities which provide an outstanding experience to the customer and are critical to the business


Available positions:


Customer Experience Professional (Mandarin/Bahasa Indonesia Speaker)


• Responsible for a portfolio of customers within defined business channels e.g. distributors, B2B customers and geography
• Be the first point of contact for customer inquiries including inquiries, claims, product returns, order status, complaints etc.
• Capture relevant customer interaction data to facilitate follow-up and analysis/improvement opportunities
• Leverage empowered role to promptly resolve customer issues independently
• Provide visibility and attention to unresolved customer inquiries, proactively updating customer and flagging attention to workflow resolvers/contributors
• Advocate for the customer and continuously seek opportunities to improve customer experience


Account Receivables Specialist (Bahasa Indonesia Speaker)

• Ensure customer satisfaction and reduce capital employed by efficiently managing collection efforts (including preventive and dunning actions), responding timely and effectively to all queries, complaints and maintaining customer accounts updated while ensuring blocked orders are timely and efficiently released
• Manage accounts receivable, according to escalation process, and execute collection procedures
• Supports credit disbursement process and facilitate agreement with customer on disbursement method (matching or return of funds)
• Communicate routinely with Credit function and Sales representative regarding collection issues, payment trends, pertinent customer information and payment irregularities
• Provide required information for month end account reconciliation and other operational stewardship, performance reporting activities according to defined metrics


Required Skills and Knowledge


• Bachelor’s degree in any field with strong academic background (Business-related field is a plus)
• Fluency in English: TOEIC score 800+, TOEFL iBT 98+, or IELTS 6.5+ (or equivalent)
• Fluency in Bahasa Indonesia or Mandarin (HSK5+)
• Strong communication skills; writing, speaking and presenting
• Analytical and problem solving skills
• Ability to manage difficult situations to a satisfactory resolution
• Good team player and interpersonal effectiveness

Job Segment: Accounts Receivable, Finance