## Job Title: Client Support Manager - Work from Home
**Company:** Westports Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Full-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 7
### **Job Description**
Westports Holdings Berhad is seeking a dedicated and dynamic Client Support Manager to join our team remotely. As a Client Support Manager, you will play a pivotal role in ensuring client satisfaction through exceptional service and support. You will be responsible for managing client relationships, addressing inquiries, resolving issues, and identifying opportunities for enhanced service delivery. This position allows you to work from the comfort of your home while being an integral part of our innovative and forward-thinking company.
### **Key Responsibilities**
- **Client Relationship Management:**
- Develop, nurture, and maintain strong relationships with clients to ensure high satisfaction levels.
- Act as the primary point of contact for all client inquiries and concerns.
- Regularly communicate with clients to assess their needs and gather feedback on services.
- **Issue Resolution:**
- Proactively identify and resolve client issues in a timely and effective manner.
- Collaborate with internal teams to address client complaints or escalations.
- Implement solutions to prevent future issues and enhance the overall client experience.
- **Team Coordination:**
- Work closely with sales, operations, and marketing teams to ensure alignment and synergy in client communications.
- Provide insights on client feedback and service needs to support continuous improvement initiatives.
- **Reporting and Analytics:**
- Track and analyze client interactions and feedback to identify trends and opportunities for service enhancement.
- Prepare regular reports on client satisfaction levels, response times, and issue resolution metrics for management review.
- **Process Development:**
- Assist in developing and optimizing client support processes and workflows for efficiency.
- Create and update training materials and resources to empower team members to handle client interactions effectively.
- **Client Education:**
- Develop and deliver training sessions or webinars for clients to maximize their understanding of our products and services.
- Guide clients on best practices and usage parameters to enhance their experiences with our services.
- **Continuous Improvement:**
- Participate in company meetings and brainstorming sessions to contribute innovative ideas for service enhancement.
- Remain updated on industry trends and best practices related to client support and service delivery.
### **Requirements**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 7 years of experience in client support, account management, or a related role, preferably in the logistics or shipping industry.
- **Technical Skills:**
- Proficient in CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- Familiarity with online communication tools (e.g., Slack, Zoom) and project management software.
- **Personality Traits:**
- **Resilient:** Capable of thriving in a fast-paced environment and effectively handling challenges and setbacks.
- **Resourceful:** Able to independently find solutions and leverage available resources to address client needs efficiently.
- **Soft Skills:**
- Strong time management skills with the ability to prioritize and perform under pressure.
- Excellent problem-solving abilities with a proactive approach to client support and issue resolution.
- Exceptional interpersonal and communication skills, both written and verbal.
### **Benefits**
- Free food provisions.
- Remote work flexibility, allowing for a balanced work-life integration.
- Paid Time Off (PTO) policies to ensure team members recharge and maintain well-being.
### **Working Environment**
At Westports Holdings Berhad, we embrace creativity in a culture that values fresh ideas and inventive solutions. We encourage our team members to bring imaginative approaches to their work, fostering an innovative and supportive workspace, even in a remote setting.
### **Application Deadline**
Applications will be accepted until **October 29, 2024**.
### **Equal Opportunity Statement**
Westports Holdings 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, sexual orientation, gender identity, national origin, or disability status.
We look forward to welcoming a passionate Client Support Manager to our team! If you thrive in a dynamic environment and possess the qualities we seek, we encourage you to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.