Subject Matter Expert (SME), Mobility [RID-00474]

About Setel:

The Future of Mobility

Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists’ journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants.

Role Purpose:

Enhance portfolio performance by delivering expert insights, guidance, and support to ensure a seamless and positive end-user experience. Proactively manage, feedback and monitor active issues both internally and externally, with a focus on achieving timely and effective resolutions.

In This Role You Will:

• Manage and resolve support issues timely, providing analytical and factual data to support decision making. Lead meetings with product, engineers and vendors to obtain incident updates, root causes, and resolutions.
• Monitor and evaluate vendor performance against SLAs, manage escalation processes, and handle vendor requests and queries in a timely manner.
• Collaborate with cross-functional teams on deployments, merchant configurations, and operational setups to ensure readiness for new locations and services.
• Provide expert advice and support on customer issues, developing strategies and action plans to enhance user experience.
• Conduct detailed research and analysis of complex issues, translating findings into actionable insights and recommendations.
• Coordinate new feature deployments, manage related processes, and perform on-site UAT. Provide on-call support for high-severity incidents and assist with related tasks as needed.
• Provide on-call support for high-severity incidents, addressing urgent issues promptly. Ensure that critical incidents are managed effectively to minimize impact on customer experience.
• Identify and implement opportunities by driving feedback for improving processes and customer experience.
• General Responsibilities: All employees are required to ensure adherence to the compliance of company policies, industry regulations and legal requirements.

You're A Great Fit If You Have:

• Minimum 3-5 years of relevant work experience surrounding customer experience relating to fuel, mobility and fintech industry.
• Bachelor’s degree in Business Administration, Information Technology, Communications, or any field relevant to the industry. (or equivalent experience).
• Customer Experience Management certifications for expertise in customer experience strategies
• Experience with CRM platforms (Zendesk, salesforce, Zoho) and skilled in leveraging CRM analytics to identify trends, customer needs, and opportunities for enhancing customer experience.
• Advanced proficiency in Microsoft, Google and self-service BIs tools for data analysis, including the use of formulas, queries, pivot tables, and charts to interpret customer data and generate reports. Able to perform data cleansing and validation to ensure the accuracy and integrity.
• PMP (Project Management Professional) for project management expertise or ITIL (Information Technology Infrastructure Library) for IT service management will be an added advantage.

What Makes Working With Us Awesome

• Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning.
• Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role.
• Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly.

Cool Perks/Benefits

• Hybrid working arrangement; Flexible working hours.
• Relax and unwind in the leisure area with video games, board games, books, and more.
• Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style).
• Coffee, tea, or snacks are available for consumption in the pantry. Because you’ll be happier with a full tummy.
• A healthy body leads to a brilliant mind. Let’s get moving with the inter-company sports team.
• There will be workshops, talent shows, sports activities, and other events for sharing and bonding.

Personal Data Protection

Setel Ventures Sdn Bhd (“Setel”, “we”, “our” “us”) is committed to protecting and respecting your privacy. This Setel privacy statement (“Privacy Statement”) explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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