**Job Title:** Customer Success Officer - Work from Home
**Company:** IOI Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Entry Level
**Years of Experience:** 1
**Company Overview:**
IOI Corporation Berhad is a leading global integrated palm oil player with diversified operations in plantation, manufacturing, and property development. We are committed to sustainability and innovation in our practices to create value for our stakeholders. As we expand our customer-centric approach, we are looking for a motivated and enthusiastic Customer Success Officer to join our team.
**Job Description:**
The Customer Success Officer is responsible for ensuring that our customers receive exceptional service and support throughout their experience with IOI Corporation. This role involves engaging with clients to assist them in utilizing our products and services effectively, addressing inquiries and concerns, and proactively ensuring customer satisfaction. As a part of our team, you will play a vital role in building lasting relationships with clients and fostering loyalty to our brand.
**Key Responsibilities:**
1. **Customer Engagement:**
- Initiate and maintain proactive communication with customers via phone, email, and chat to address queries and provide assistance.
- Conduct regular check-ins with customers to understand their needs, gather feedback, and identify opportunities for enhanced service delivery.
2. **Client Onboarding:**
- Facilitate the onboarding process for new customers, guiding them through the setup and implementation of our products and services.
- Provide training and resources to customers, ensuring they understand how to maximize the value of their purchases.
3. **Problem Resolution:**
- Serve as the primary point of contact for customer issues, troubleshoot problems, and escalate complex cases to appropriate departments when necessary.
- Collaborate with technical teams to identify and resolve product-related issues swiftly.
4. **Performance Tracking:**
- Monitor customer satisfaction metrics and key performance indicators to measure success and identify areas for improvement.
- Conduct research to analyze customer behavior and preferences, using insights to inform future interactions and service offerings.
5. **Feedback and Reporting:**
- Compile and analyze customer feedback to provide actionable insights to management and product teams.
- Prepare regular reports on customer satisfaction levels and the effectiveness of customer support initiatives.
6. **Collaboration:**
- Work closely with sales and marketing teams to ensure a seamless customer journey and to share customer insights that may inform marketing strategies.
- Participate in team meetings and training sessions to continuously improve service processes and customer experience.
**Requirements:**
1. **Education & Experience:**
- Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- Minimum of 1 year of experience in customer service, client management, or a related field.
2. **Personality Traits:**
- Independent thinker with the ability to work autonomously with minimal supervision.
- Hardworking and dedicated, demonstrating initiative in every task.
3. **Soft Skills:**
- Strong cooperation skills, able to work effectively with diverse teams across the organization.
- Proficient research skills to understand customer needs and the market landscape.
4. **Technical Skills:**
- Basic knowledge of customer relationship management (CRM) software is an advantage.
- Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant digital communication tools.
5. **Communication Skills:**
- Excellent verbal and written communication skills in English; proficiency in Malay or other languages is a plus.
- Strong active listening skills to understand customer concerns and provide tailored solutions.
**Benefits:**
- Paid sick leave
- Free accommodation during assigned work interruptions or travel requirements
- Travel and spending expenses covered for business-related assignments
**Working Environment:**
We offer a flexible working environment that adapts to change with speed and efficiency. Our culture emphasizes respect, innovation, and growth, empowering our team to contribute their best ideas and drive customer success.
**Application Deadline:**
Interested candidates are encouraged to apply by **October 15, 2024**.
**Equal Opportunity Statement:**
IOI Corporation 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, nationality, gender, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
