**Job Title:** Customer Success Assistant
**Company:** IJM Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 2
**Deadline to Apply:** October 29, 2024
**Company Overview:**
At IJM Corporation Berhad, we are committed to promoting equality and fairness for all employees. We value diversity and believe it strengthens our solutions, brands, and the communities we serve. We welcome candidates from all backgrounds to join our team and contribute to the success of our organization.
**Job Overview:**
The Customer Success Assistant plays a critical role in ensuring our clients achieve their desired outcomes while using our products and services. This is an exciting opportunity for someone who is passionate about customer satisfaction and is eager to contribute to a dynamic team. You will collaborate closely with both internal teams and clients to enhance the customer experience and drive customer retention initiatives.
**Key Responsibilities:**
1. **Customer Engagement:**
- Act as the first point of contact for customer inquiries and support issues, ensuring timely responses and resolution of issues.
- Build and maintain strong relationships with customers to understand their needs and provide tailored solutions.
- Conduct regular check-ins with clients to assess satisfaction, gather feedback, and identify upselling or cross-selling opportunities.
2. **Customer Onboarding:**
- Assist in onboarding new customers by guiding them through the setup process and ensuring they understand our products and services.
- Create and maintain comprehensive documentation and training materials for customer onboarding.
3. **Product Knowledge and Training:**
- Maintain an in-depth understanding of the company's products and services to effectively assist customers.
- Provide training and support to customers on product features and updates through workshops, webinars, and one-on-one sessions.
4. **Collaboration with Internal Teams:**
- Work closely with the Sales, Marketing, and Product Development teams to communicate customer needs and ensure alignment on customer success strategies.
- Assist in the collection of customer feedback and insights for product enhancement and future service offerings.
5. **Performance Metrics and Reporting:**
- Monitor key customer success metrics, including customer satisfaction scores, retention rates, and product usage.
- Prepare reports and presentations on customer success initiatives and outcomes to present to management.
6. **Continuous Improvement:**
- Participate in the development and implementation of strategies for improving customer experience and overall satisfaction.
- Identify and escalate customer issues that require additional resources or immediate attention.
**Requirements:**
- **Education:** Bachelor's degree in Business, Communications, or a related field preferred.
- **Experience:** Minimum of 2 years of experience in customer service, customer success, or a related field.
- **Skills:**
- Strong strategic planning capabilities with a focus on driving customer success.
- Excellent verbal and written communication skills, with a knack for building rapport with clients.
- Proven ability to work collaboratively in a team environment and across various departments.
- High-level problem-solving skills, with a resilient and reliable nature to navigate challenging situations.
- **Personality Traits:**
- An adaptable and resilient mindset to meet diverse customer needs.
- A reliable and consistent approach to work, ensuring follow-through on commitments.
**Benefits:**
- Paid Time Off (PTO)
- Paid overtime
- Training and professional development opportunities
**Working Environment:**
We promote an inclusive workplace that respects diversity and seeks to provide a supportive atmosphere where equality and fairness are at the forefront of our culture.
**Equal Opportunity Statement:**
IJM Corporation Berhad 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, regardless of race, gender, sexual orientation, disability, or any other characteristic protected by law.
If you are passionate about customer success and eager to be part of a thriving company, we would love to hear from you! Submit your application by October 29, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.