**Job Title:** Client Support Specialist - Remote Work
**Company:** Fraser & Neave Holdings Bhd
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
Fraser & Neave Holdings Bhd, a leading beverage and food company, is seeking a passionate and dedicated Client Support Specialist to join our dynamic team on a part-time basis. This remote position offers the flexibility to work from home while actively contributing to our mission of delivering exceptional customer experiences. The ideal candidate will have a strong background in client support, with a focus on providing tailored solutions to our clients.
**Key Responsibilities:**
1. **Client Interaction:**
- Serve as the primary point of contact for clients, addressing inquiries, and providing timely and accurate information about our products and services.
- Maintain professional and courteous communication through various channels including phone, email, and chat to ensure that clients feel valued and understood.
2. **Issue Resolution:**
- Actively listen to client concerns, identify issues, and utilize critical thinking to develop effective solutions.
- Collaborate with internal teams to resolve complex issues and ensure follow-up with clients to guarantee satisfaction.
3. **Documentation and Reporting:**
- Accurately document client interactions, feedback, and solutions provided within our CRM system.
- Prepare regular reports on client inquiries, trends, and resolution effectiveness to inform management and support continuous improvement initiatives.
4. **Client Education:**
- Develop and deliver training materials or sessions for clients to enhance their understanding of our products and services.
- Create and update knowledge base articles, FAQs, and other resources to empower clients to resolve issues independently.
5. **Feedback Collection:**
- Gather and analyze client feedback to identify areas for improvement in service delivery and product offerings.
- Work with the marketing and product development teams to advocate for client needs and drive enhancements based on feedback received.
6. **Team Collaboration:**
- Collaborate with sales, marketing, and product teams to align client needs with business objectives and promotional strategies.
- Participate in team meetings and contribute ideas for innovative solutions to common client support challenges.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 4 years of experience in client support or customer service roles, preferably in a remote work environment.
- **Personality Traits:**
- Passionate about customer service and committed to client satisfaction.
- Dedicated team player who values collaboration and mutual success.
- **Skills:**
- Strong critical thinking skills with the ability to analyze situations, anticipate problems, and devise effective solutions.
- Creative approach to problem-solving and service enhancement, with the ability to think outside the box.
- **Technical Proficiency:**
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with online collaboration tools (e.g., Slack, Zoom, Microsoft Teams) is preferred.
**Benefits:**
- Paid Time Off (PTO)
- Remote work flexibility
- Dental insurance
**Working Environment:**
At Fraser & Neave Holdings Bhd, we are committed to pursuing excellence in every endeavor. Our team is driven by a high standard for achievement and continuous improvement, empowering each member to excel in their roles.
**Application Deadline:**
Please submit your application by October 10, 2024.
**Equal Opportunity Statement:**
Fraser & Neave Holdings Bhd 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
