**Job Title:** Customer Success Associate - Remote Work
**Company:** PPB Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
PPB Group Berhad is seeking an enthusiastic and dedicated Customer Success Associate to join our dynamic team. This part-time remote position is perfect for individuals who excel in customer relations, exhibit resilience and energy in their work, and are eager to contribute to our mission of providing superior service to our customers.
**Responsibilities:**
- **Customer Relationship Management:** Develop and maintain strong relationships with customers by regularly engaging with them through various channels, including emails, phone calls, and virtual meetings.
- **Onboarding & Training:** Assist in the onboarding of new customers, ensuring they understand how to use our products and services effectively, and provide ongoing training as needed.
- **Issue Resolution:** Serve as the point of contact for customer inquiries and concerns. Proactively address and resolve any issues by coordinating with relevant internal departments to ensure customer satisfaction.
- **Feedback Loop:** Gather customer feedback on their experiences and communicate insights to product management and marketing teams to aid in product development and service improvement.
- **Metrics Tracking:** Monitor customer health metrics and engagement levels, identifying opportunities for upselling or cross-selling additional services or products.
- **Documentation:** Create and maintain comprehensive documentation of customer interactions and support tickets to track issues and resolutions efficiently.
- **Collaboration:** Work closely with sales, product, and marketing teams to align customer needs with business goals, ensuring a seamless customer experience across all touchpoints.
- **Promote Company Culture:** Foster a positive and empathetic company culture that prioritizes understanding and empathy in all customer interactions.
**Requirements:**
- A minimum of 4 years of experience in customer service, customer success, or related fields.
- Strong communication skills, both verbal and written, to articulate ideas clearly and interact effectively with customers and team members.
- Proven track record of cooperation and teamwork, with the ability to thrive in a fast-paced, remote-working environment.
- Resilient and energetic personality, capable of managing multiple tasks and handling challenging customer interactions with grace and professionalism.
- Excellent problem-solving skills and a detail-oriented mindset, with the ability to identify issues and propose effective solutions quickly.
- Proficient in using customer support software and CRM systems, along with basic knowledge of office productivity tools (e.g., Microsoft Office Suite, Google Workspace).
**Benefits:**
- Life insurance to secure your peace of mind.
- Employee discounts on a variety of products and services.
- Profit-sharing opportunities that reward your contributions to the company's success.
**Working Environment:**
At PPB Group Berhad, we prioritize understanding and empathy in all interactions, fostering a supportive and inclusive remote work atmosphere that encourages collaboration, innovation, and personal growth.
**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 encourage applications from all qualified candidates, regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
**Application Deadline:** Please submit your application by October 19, 2024. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.