**Job Title: Client Support Associate - Remote Work**
**Company: Celcom Axiata Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 2**
**Deadline to Apply: ******** **
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### Job Description
Celcom Axiata Berhad is seeking a dedicated and proactive Client Support Associate to join our dynamic team. This part-time role is a remarkable opportunity for individuals looking to work in a supportive yet challenging environment, with the flexibility of remote work. You will play a crucial role in ensuring that our clients receive exceptional service and support, contributing to their overall satisfaction and loyalty.
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### Key Responsibilities
- **Client Interaction:** Serve as the first point of contact for clients via phone, email, or chat. Provide effective and timely responses to inquiries, concerns, and requests to ensure a high level of client satisfaction.
- **Issue Resolution:** Accurately assess client issues and troubleshoot problems efficiently. Collaborate with internal teams to resolve complex queries and escalate issues as needed, ensuring follow-up until resolution.
- **Documentation:** Maintain thorough records of client interactions and issues in our CRM system. Document feedback and suggestions from clients to relay to relevant departments for continuous improvement.
- **Product Knowledge:** Develop and maintain an in-depth understanding of company products and services. Provide clients with comprehensive information about features, benefits, and usage.
- **Quality Assurance:** Consistently monitor and evaluate client interactions to ensure they meet internal quality standards. Identify areas for improvement and implement solutions to enhance service quality.
- **Client Education:** Assist clients in using our products effectively. Create user guides, FAQs, and other educational content to help clients maximize their experience with our offerings.
- **Collaboration:** Work closely with cross-functional teams (such as Sales, Marketing, and Technical Support) to ensure seamless communication and effective resolution of client-related issues.
- **Reporting:** Generate and analyze reports on client support activities, identifying trends in issues or requests, and providing insights to management for decision-making.
- **Continuous Improvement:** Participate in ongoing training and development to enhance skills and knowledge of industry trends. Propose innovative solutions for enhancing the client support experience.
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### Requirements
**Education & Experience:**
- Bachelor's degree or equivalent experience in customer service, communications, or related fields.
- Minimum of 2 years of experience in a customer support role or similar capacity.
**Skills & Competencies:**
- Proficient in using CRM software and Microsoft Office Suite.
- Strong problem-solving skills with the ability to think critically and innovatively.
- Exceptional attention to detail to ensure accuracy in documentation and communication.
**Personality Traits:**
- Independent and self-motivated, with the ability to work effectively in a remote environment.
- Hardworking and dedicated to delivering excellent client support.
**Soft Skills:**
- Strong communication skills, both verbal and written.
- Demonstrated ability to manage time effectively and prioritize tasks.
- Demonstrated innovation in approach to problem-solving and service delivery.
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### Benefits
- **Free Accommodation:** Enjoy the convenience and comfort of company-provided accommodation.
- **Medical Coverage:** Comprehensive medical insurance for peace of mind.
- **Paid Time Off (PTO):** Benefit from a generous PTO policy to achieve work-life balance.
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### Working Environment
At Celcom Axiata Berhad, we empower our employees to take ownership of their roles and make impactful decisions. We foster a culture of collaboration, innovation, and continuous improvement, ensuring that you can thrive and contribute meaningfully to our clients and the organization.
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### Equal Opportunity Statement
Celcom Axiata Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are a motivated individual with a passion for client service and possess the required skills, we encourage you to apply and become a valuable member of the Celcom Axiata Berhad team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
