**Job Title:** Customer Success Representative
**Company:** Proton Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 2
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### Job Description
Proton Holdings Berhad is seeking a dedicated and passionate Customer Success Representative to join our team in Johor Bahru. As a key member of our customer support team, you will be responsible for nurturing and developing relationships with our customers to ensure they derive maximum value from our products and services. Your efforts will directly contribute to customer retention, satisfaction, and ultimately, the growth of our business.
### Key Responsibilities
- **Customer Onboarding:** Guide new customers through the onboarding process, ensuring they understand our products and how to utilize them effectively to achieve their goals.
- **Customer Relationship Management:** Maintain regular communication with customers via phone, email, and chat to address their inquiries and resolve issues promptly. Build strong, trusted relationships with customers to enhance their experience and encourage loyalty.
- **Problem-Solving:** Utilize your analytical and problem-solving skills to diagnose customer issues and provide timely and effective solutions. You will manage multiple customer cases simultaneously and ensure high-quality support is delivered consistently.
- **Product Education:** Conduct product demonstrations, webinars, and training sessions for customers to enhance their understanding of our offerings. Stay informed of product updates and share this knowledge with customers.
- **Feedback Collection:** Actively solicit feedback from customers about their experiences and any challenges they face. Work closely with internal teams to relay this feedback and suggest enhancements to our products and services.
- **Reporting and Documentation:** Maintain accurate records of customer interactions and document relevant information in the company's CRM system. Prepare reports on customer engagement and satisfaction metrics.
- **Collaboration with Internal Teams:** Work collaboratively with sales, marketing, and product development teams to ensure customer needs are met and suggest improvements based on customer insights.
- **Decision-Making and Persuasion:** Utilize your decision-making skills to prioritize customer issues and your persuasive abilities to guide customers towards appropriate solutions and products.
### Requirements
- **Experience:** Minimum of 2 years of experience in a customer service or customer success role. Experience in technology or related industries is a plus.
- **Education:** A bachelor's degree or equivalent experience in a related field is preferred but not mandatory.
- **Personality Traits:**
- Hardworking: Demonstrates perseverance and a strong work ethic to go above and beyond in supporting customers.
- Passionate: Shows enthusiasm for helping customers and possesses a genuine interest in their success.
- **Soft Skills:**
- **Decision-Making:** Ability to make informed and timely decisions, especially in high-pressure situations.
- **Persuasion:** Skilled in influencing customer perceptions and guiding them towards the best solutions.
- **Communication Skills:** Excellent verbal and written communication skills. Proficiency in English and Malay is required; proficiency in other languages is a plus.
- **Technical Proficiency:** Familiarity with CRM software and other customer support tools. Basic understanding of technical concepts related to our products is an advantage.
- **Team Player:** Ability to work collaboratively in a fast-paced environment, supporting a culture of respect and empowerment.
### Benefits
- **Life Insurance:** Comprehensive life insurance coverage for you and your dependents.
- **Company Transportation:** Transportation is provided to ensure you can reach work without any hassle.
- **Disability Insurance:** Financial protection in case of disability, in adherence to company policies.
### Working Environment
At Proton Holdings Berhad, we prioritize our employees' personal and professional development. Our supportive working environment encourages continuous learning and growth, allowing you to thrive in your career while balancing your personal aspirations.
### Application Deadline
Please submit your application by **October 24, 2024**.
### Equal Opportunity Statement
Proton Holdings Berhad is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will not be discriminated against on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.