**Job Title:** Customer Success Assistant
**Company:** MISC Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Fulltime
**Seniority:** Associate Level
**Years of Experience:** 4
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### **Job Description**
MISC Berhad, a leading provider of shipping and logistics solutions, is seeking a motivated and detail-oriented Customer Success Assistant to join our dynamic team in Johor Bahru. In this role, you will play a vital part in supporting customer relations and ensuring that our clients receive exceptional service throughout their journey with us.
### **Key Responsibilities**
- **Customer Interaction:** Serve as the primary point of contact for our clients, addressing their inquiries and issues promptly and effectively. Establish strong rapport and maintain positive relationships to foster customer loyalty.
- **Support Management:** Assist in managing the customer onboarding process by guiding new clients through initial setup and training processes. Ensure a seamless transition and understanding of our products and services.
- **Issue Resolution:** Proactively identify potential challenges facing our customers and provide timely solutions. Collaborate with various internal departments to resolve complex customer issues and enhance overall satisfaction.
- **Feedback Collection:** Gather and analyze customer feedback to identify trends and areas for improvement. Prepare reports and suggest enhancements to existing processes or services based on customer insights.
- **Account Management:** Monitor customer accounts, ensuring that service level agreements (SLAs) are met, and that clients are utilizing our services to their fullest potential.
- **Training and Education:** Assist in creating educational materials and conducting training sessions for customers, enabling them to maximize the value of our offerings.
- **Documentation:** Maintain accurate and detailed records of customer interactions, issue resolutions, and customer feedback. Utilize CRM tools to track customer data and interactions effectively.
- **Collaboration:** Work closely with the sales, marketing, and product teams to ensure alignment on customer needs and expectations. Attend team meetings to share customer insights and contribute to overall company goals.
- **Performance Metrics:** Regularly assess customer success metrics and KPIs to evaluate the effectiveness of customer engagement strategies, providing suggestions for improvement where necessary.
### **Requirements**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 4 years of experience in customer success, account management, or a similar role within a customer-facing environment.
- **Personality Traits:**
- **Confident:** You should approach interactions positively and assertively, instilling trust and confidence in customers and team members alike.
- **Motivated:** A self-starter who demonstrates a strong drive for results and is eager to contribute to team success.
- **Soft Skills:**
- **Attention to Detail:** Possess a meticulous nature, ensuring that every customer interaction is accurate and of the highest quality.
- **Negotiation Skills:** Demonstrated ability to navigate discussions with customers to address their needs while balancing company interests effectively.
- **Technical Skills:** Proficiency in CRM software (e.g., Salesforce) and Microsoft Office Suite. Familiarity with customer service tools and chat platforms is advantageous.
- **Language Proficiency:** Strong verbal and written communication skills in English; proficiency in Malay and/or Mandarin is a plus.
### **Benefits**
- Paid sick leave
- Employee discounts
- Company transportation
- Professional development opportunities
### **Working Environment**
At MISC Berhad, we foster a dynamic workplace that values teamwork, innovation, and shared success. Our culture encourages collaboration and open communication, where every voice is heard, and contributions are recognized.
### **Application Deadline**
Please submit your application by **October 29, 2024**.
### **Equal Opportunity Statement**
MISC 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, 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.