**Job Title**: Customer Care Specialist
**Company**: Petronas
**Location**: Johor Bahru, Johor, MY
**Job Type**: Part-time
**Seniority**: Associate Level
**Experience Required**: 4 years
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**Job Description**:
At Petronas, we prioritize providing an exceptional experience for our customers. We are seeking a motivated and highly skilled Customer Care Specialist to join our team in Johor Bahru. As a part-time member of our Customer Care department, you will play a critical role in ensuring customer satisfaction, fostering strong relationships, and efficiently resolving inquiries and issues. This position requires an independent and confident individual who can tackle challenges head-on with emotional intelligence and problem-solving skills.
**Key Responsibilities**:
1. **Customer Engagement**:
- Serve as the primary point of contact for customer inquiries via various channels, including phone, email, and chat.
- Deliver timely and accurate responses to customer questions about products, services, and policies.
2. **Issue Resolution**:
- Identify and investigate customer issues, providing thorough and effective solutions while ensuring a positive customer experience.
- Escalate complex inquiries to the appropriate departments as needed while maintaining detailed documentation.
3. **Follow-Up and Feedback**:
- Conduct follow-ups with customers to ensure issues have been resolved satisfactorily.
- Gather customer feedback and insights to help improve processes and enhance service quality.
4. **Collaboration**:
- Work closely with cross-functional teams, including Sales, Marketing, and Operations, to provide insights and support based on customer interactions.
- Participate in team meetings to share experiences and contribute to best practice discussions.
5. **Data Management**:
- Maintain accurate customer records and documentation in the company CRM system.
- Analyze data trends to proactively identify areas for improvement in customer service delivery.
6. **Training and Development**:
- Collaborate in onboarding and training new team members as needed.
- Stay updated with product knowledge, industry trends, and customer service best practices.
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**Requirements**:
- **Experience**: A minimum of 4 years in a customer service or customer care role, preferably within the energy or hospitality industry.
- **Education**: Bachelor's degree in Communication, Business Administration, or a related field is preferred.
- **Personality Traits**:
- Independent and self-motivated, able to work autonomously and take initiative.
- Confident in communication and decision-making, with the ability to convey information clearly and effectively.
- **Soft Skills**:
- Strong emotional intelligence, demonstrating empathy and understanding in all customer interactions.
- Excellent problem-solving skills, with the ability to think critically under pressure and adapt to varied customer situations.
- **Technical Skills**: Proficiency in Microsoft Office Suite and customer relationship management (CRM) software. Familiarity with digital communication tools is a plus.
- **Languages**: Proficient in English and Malay; proficiency in other languages is an advantage.
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**Benefits**:
- Travel and spending expenses covered.
- Comprehensive medical coverage for part-time employees.
- Remote work flexibility to accommodate personal commitments.
**Working Environment**:
Enjoy a flexible work environment that adapts to change with speed and efficiency, fostering a dynamic culture that values each team member's contribution.
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**Application Deadline**: Please submit your application by **October 13, 2024**.
**Equal Opportunity Statement**:
Petronas 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.
