**Job Title:** Customer Care Officer - Remote Work
**Company:** PPB Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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### **Job Description**
PPB Group Berhad is seeking an enthusiastic and dedicated **Customer Care Officer** to join our team on a part-time basis. As a remote worker, you will play a crucial role in ensuring customer satisfaction and driving brand loyalty. Your primary responsibility will be to provide exceptional service to our customers while embodying the company's core values of empathy and understanding in all interactions.
### **Key Responsibilities**
- **Customer Interaction:** Engage with customers through various channels (telephone, email, live chat) to address inquiries, resolve issues, and provide product information in a timely and professional manner.
- **Problem-Solving:** Analyze customer concerns and feedback to identify root causes and propose effective solutions, ensuring that issues are resolved promptly and to the customer's satisfaction.
- **Data Management:** Maintain accurate records of customer interactions, transactions, comments, and complaints in the customer relationship management (CRM) system.
- **Product Knowledge:** Develop and maintain a comprehensive understanding of the company's products and services to provide accurate information to customers and assist in upselling when appropriate.
- **Process Improvement:** Collaborate with team members and other departments to continuously improve customer service processes and protocols, utilizing feedback from customer interactions.
- **Performance Metrics:** Meet and exceed key performance indicators (KPIs) related to response times, customer satisfaction scores, and issue resolution rates.
- **Empathy in Communication:** Prioritize understanding and empathy in all interactions, recognizing that maintaining positive relationships with customers is crucial to their experience with the brand.
- **Training and Onboarding:** Assist in training new recruits as needed, sharing best practices in customer care and service excellence.
### **Requirements**
- **Experience:** Minimum of 3 years of experience in a customer service or customer care role, preferably in a remote work environment.
- **Education:** Bachelor's degree or relevant certification in business, communications, or a related field is desirable but not mandatory.
- **Personality Traits:**
- Energetic: A proactive attitude that reflects enthusiasm and a drive for customer satisfaction.
- Driven: A strong personal motivation to achieve targets and enhance customer experiences.
- **Soft Skills:**
- **Analytical Skills:** Ability to assess situations and data effectively to arrive at logical conclusions and solutions.
- **Problem-Solving Skills:** Proven track record in resolving customer issues through creative and effective strategies.
- **Technical Skills:** Proficient in using CRM software, Microsoft Office Suite, and other relevant technology platforms. Familiarity with virtual communication tools is a plus.
- **Communication Skills:** Excellent verbal and written communication skills in English; proficiency in additional languages is an asset.
### **Benefits**
- **Paid Time Off (PTO):** Enjoy a flexible paid time-off policy that helps you maintain a healthy work-life balance.
- **Gym Membership:** Complimentary gym membership to support your wellness and fitness goals.
- **Visa Sponsorship:** Opportunities for visa sponsorship for qualified candidates seeking to work with us long-term.
### **Working Environment**
At PPB Group Berhad, we value a working environment that prioritizes understanding and empathy in all interactions. We believe that every team member plays an essential role in creating meaningful connections with our customers. You will be part of a supportive team that values your contributions and encourages professional growth.
### **Application Deadline**
Please submit your application by **October 27, 2024**, to be considered for this opportunity.
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**Equal Opportunity Statement:**
PPB Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates without regard to race, gender, age, religion, national origin, disability, sexual orientation, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.