**Job Title:** Customer Success Representative
**Company:** Kossan Rubber Industries Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
**Job Description:**
Kossan Rubber Industries Berhad, a leading global manufacturer of rubber products, is seeking a dynamic and results-driven Customer Success Representative to join our team on a part-time basis in Johor Bahru. As a Customer Success Representative, you will play a crucial role in ensuring our customers receive the highest level of service and satisfaction with our products. You will collaborate closely with various departments to foster strong customer relationships, address inquiries, and deliver tailored solutions that meet their needs.
**Key Responsibilities:**
1. **Customer Relationship Management:**
- Build and maintain strong relationships with existing customers to ensure their satisfaction and loyalty.
- Serve as the primary point of contact for customer inquiries and issues, resolving any concerns effectively and efficiently.
2. **Product Knowledge and Support:**
- Develop deep knowledge of Kossan's product offerings to effectively communicate benefits, features, and usage.
- Provide guidance and support to customers on product selection and application, ensuring they get the most value from our solutions.
3. **Feedback and Improvement:**
- Gather customer feedback on products and services and relay insights to relevant teams to drive continual improvement.
- Identify trends in customer inquiries and propose innovative solutions to enhance customer experience.
4. **Sales Support and Planning:**
- Assist in facilitating upselling and cross-selling opportunities by identifying customer needs and demonstrating how Kossan's products can meet those needs.
- Collaborate with the sales team to develop and implement targeted campaigns aimed at enhancing customer retention and satisfaction.
5. **Documentation and Reporting:**
- Maintain accurate records of customer interactions, feedback, and resolutions in our customer relationship management (CRM) system.
- Prepare regular reports on customer success metrics and performance, highlighting areas for improvement and opportunities for growth.
6. **Training and Onboarding:**
- Participate in the training and onboarding of new customers, ensuring they understand product functionalities and usage.
- Create educational materials and resources to empower customers in leveraging Kossan's products effectively.
**Requirements:**
- **Education:** Bachelor's degree in Business, Communications, or a related field is preferred.
- **Experience:** Minimum of 2 years of experience in customer service or customer success roles, preferably within the manufacturing or rubber products industry.
- **Skills:**
- Strong negotiation skills to effectively address customer needs and concerns.
- Innovative mindset, with the ability to think creatively and propose solutions to enhance customer satisfaction.
- **Personality Traits:**
- Adaptable to shifting priorities and environments, demonstrating reliability and accountability in all tasks.
- Empathetic and proactive in anticipating customer needs.
- **Technical Proficiency:** Familiarity with CRM software and Microsoft Office Suite.
**Benefits:**
- Travel opportunities to meet clients and participate in industry events.
- Comprehensive dental insurance.
- Profit-sharing opportunities based on company performance.
**Working Environment:**
Join a vibrant team that embraces creativity. We cultivate a culture that values fresh ideas and inventive solutions, encouraging our employees to contribute innovative concepts that enhance our customer service and overall business performance.
**Application Deadline:** October 24, 2024
**Equal Opportunity Statement:**
Kossan Rubber Industries Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified individuals to apply, regardless of race, gender, age, disability, sexual orientation, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.