Job Description

About Kiddocare

Kiddocare is Malaysia's leading platform that connects families with trained, verified babysitters. We are on a mission to make childcare safe, accessible, and convenient for every parent. Join us to shape a better experience for families across the country.

Role Overview

The Admin - Customer Experience is responsible for supporting day-to-day operations of the customer service team, ensuring smooth handling of customer queries, maintaining proper records, assisting with reporting, and ensuring timely communication between internal teams and users.

Key Responsibilities

Customer Support Operations

Assist with responding to customer inquiries via our platform, WhatsApp, email, and social platforms Monitor ticket statuses and follow up with internal teams for issue resolution. Ensure all interactions are logged properly in the system

Administrative Tasks

Maintain and update customer records and booking histories. Support scheduling and confirmation of bookings. Coordinate with the carer operations and tech support team for issue escalations.

Data & Reporting

Compile daily and weekly reports on customer satisfaction, complaints, and resolution turnaround time. Flag recurring issues and recommend process improvements.

Support for Campaigns & Feedback Loops

Assist with pushing out customer satisfaction surveys and collecting feedback. Help execute campaigns targeting inactive users or promoting new features/services.

Documentation & SOP Maintenance

Maintain and update SOPs for customer handling processes. Ensure internal documentation is organized and up to date.

Requirements

Minimum Diploma in Business Administration, Communications, or related field. 1-2 years of admin or customer service experience preferred (fresh grads are welcome). Good written and verbal communication skills in Bahasa Malaysia and English. Detail-oriented, organized, and able to multitask. Familiar with Microsoft Office / Google Workspace. Comfortable working in a fast-paced, tech-enabled environment.

Nice to Have

Experience using CRM tools (e.g., HubSpot, Zendesk, or equivalent). Prior experience in a startup or service-based industry.
Job Types: Full-time, Permanent

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

Opportunities for promotion Parental leave Professional development
Application Question(s):

Your Notice Period Your salary expectation
Work Location: In person