**Job Title:** Contact Center Associate - Remote Work
**Company:** Petronas
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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### Job Description:
Petronas is seeking a motivated and adaptable Contact Center Associate to join our dynamic team in a part-time, remote capacity. As a key member of our customer service unit, you will be responsible for providing exceptional support to our customers while upholding the highest standards of quality in every interaction. This role will require you to manage diverse customer inquiries, contribute to strategic initiatives, and support a culture of continuous improvement.
### Responsibilities:
- **Customer Interaction:**
- Respond promptly to incoming calls, emails, and online inquiries from customers.
- Provide accurate and timely information regarding Petronas products, services, and company policies.
- Ensure that each customer interaction is handled with a high level of professionalism and courtesy.
- **Issue Resolution:**
- Effectively resolve customer complaints and concerns, using problem-solving skills to address issues and escalate when necessary.
- Collaborate with other departments to ensure customer feedback leads to actionable improvements.
- **Record Keeping:**
- Document all customer interactions accurately in the CRM system for future reference and follow-ups.
- Maintain thorough knowledge of product offerings and update yourself on changes and new developments.
- **Strategic Planning:**
- Contribute to strategic planning initiatives by providing insights from customer feedback and market trends.
- Participate in team meetings to share knowledge and strategies for improving customer satisfaction.
- **Performance Metrics:**
- Meet or exceed Key Performance Indicators (KPIs) such as call resolution rates, customer satisfaction scores, and response times.
- Analyze personal performance and identify areas for improvement.
- **Team Collaboration:**
- Work closely with team members in a remote environment to support the collective objectives of the Contact Center.
- Actively participate in training sessions and contribute to team building activities.
- **Quality Assurance:**
- Adhere to all company policies and procedures, prioritizing quality in all aspects of work, products, and services.
- Engage in continuous improvement initiatives to enhance customer experience and operational efficiency.
### Requirements:
- **Education & Experience:**
- Minimum of 4 years of experience in a contact center or customer service role.
- High school diploma or equivalent; relevant certification in customer service or communications is a plus.
- **Skills:**
- Proficient in using contact center software and customer relationship management (CRM) systems.
- Strong analytical skills with the ability to derive insights from data and customer interactions.
- **Soft Skills:**
- Excellent people management skills—able to navigate relationships with a diverse customer base.
- Strong strategic planning skills to align customer service initiatives with business objectives.
- **Personality Traits:**
- Motivated and self-driven, with a strong desire to meet and exceed customer expectations.
- Highly adaptable, able to thrive in a fast-paced and constantly changing work environment.
- **Technical Skills:**
- Proficiency with Microsoft Office Suite and remote communication tools.
- Familiarity with digital communication channels, such as chat and social media.
### Benefits:
- Comprehensive parental leave policy.
- Relocation allowance for candidates who may need to transition to a remote role.
- Competitive dental insurance coverage.
### Working Environment:
At Petronas, we prioritize quality in all aspects of our work, products, and services. Our remote work environment promotes flexibility while ensuring that team members have the tools and support they need to excel.
**Deadline to Apply:** ********
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**Equal Opportunity Statement:**
Petronas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences, ensuring equal access to employment opportunities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.