**Job Title: Customer Success Associate**
**Company: IOI Corporation Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Application Deadline: ******** **
**Company Overview:**
IOI Corporation Berhad is a leading player in the palm oil and resource-based manufacturing industries. We are committed to sustainability and innovative practices. Our team is dedicated to providing exceptional products and services to our customers while fostering strong relationships grounded in trust and collaboration.
**Position Overview:**
The Customer Success Associate will play a key role in ensuring a positive and successful experience for our customers. This position involves actively engaging with clients, addressing their needs, and providing solutions to enhance customer satisfaction and retention. The ideal candidate will be confident and dedicated, possessing excellent problem-solving skills and a collaborative spirit.
**Key Responsibilities:**
1. **Customer Engagement:**
- Actively engage with customers post-purchase to ensure the smooth implementation and utilization of our products/services.
- Serve as the primary point of contact for customers, addressing inquiries and ensuring they receive timely responses.
2. **Customer Relationship Management:**
- Build and maintain strong, long-lasting customer relationships by understanding their needs and business objectives.
- Conduct follow-up calls and visits to gather feedback and provide updates on new features or product launches.
3. **Troubleshooting & Problem Resolution:**
- Identify customer challenges and provide effective solutions promptly to enhance customer experience.
- Collaborate with internal teams to resolve issues and ensure customer satisfaction is prioritized.
4. **Performance Monitoring:**
- Monitor customer usage and engagement metrics, providing insights to drive customer success and improve retention rates.
- Prepare regular reports on customer feedback, issues, and resolutions to share with management and relevant teams.
5. **Customer Training & Support:**
- Conduct training sessions for customers to ensure they are maximizing the value of our products and services.
- Create and maintain support materials, including FAQs, training guides, and process documents.
6. **Collaboration & Communication:**
- Collaborate closely with sales, product development, and support teams to provide holistic support to customers.
- Actively participate in team meetings, sharing customer insights and suggesting areas for improvement.
7. **Continuous Improvement:**
- Identify opportunities for process improvements within the customer journey and contribute to initiatives aimed at enhancing customer experience.
- Stay informed about industry trends, products, and competitor offerings to provide informed feedback and insights.
**Requirements:**
- **Experience:**
- Minimum of 3 years in a customer-facing role, preferably in customer success, support, or account management.
- **Education:**
- A bachelor's degree in Business Administration, Marketing, or a related field is preferred.
- **Personality Traits:**
- Confident and self-assured in interactions with clients and stakeholders.
- Dedicated and committed to achieving customer satisfaction and success.
- **Soft Skills:**
- Strong problem-solving ability, capable of assessing situations and providing timely solutions.
- Excellent cooperation skills, with a track record of working effectively within teams to achieve common goals.
- Exceptional communication skills, both verbal and written, to convey information efficiently and effectively.
- Active listening skills to understand customer needs and concerns fully.
- **Technical Skills:**
- Proficiency in CRM software and customer support tools (e.g., Salesforce, Zendesk) is a plus.
- Basic understanding of data analysis and reporting.
**Working Environment:**
At IOI Corporation Berhad, we pride ourselves on fostering a culture of creativity and innovation. You will be encouraged to unleash your creativity in a supportive environment that values new ideas and initiatives.
**Benefits:**
- Relocation allowance for candidates moving to Johor Bahru.
- Travel and spending expenses covered for customer engagements and training sessions.
- Opportunities for travel to assist in international client relations, fostering professional growth and experience.
**Equal Opportunity Statement:**
IOI Corporation Berhad is an equal opportunity employer and values diversity in our workforce. We encourage all qualified individuals to apply, and we are committed to creating an inclusive environment for all employees.
**Application Process:**
Interested candidates are invited to submit their resumes and cover letters by the application deadline, clear of any potential bias and based purely on merit.
**We look forward to your application!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
