**Job Title:** Customer Success Representative
**Company:** AirAsia Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 2
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**Job Description:**
AirAsia Group Berhad is seeking a driven and hardworking Customer Success Representative to join our team in George Town, Penang. As a part-time associate, you will play a crucial role in ensuring our customers enjoy seamless and satisfactory experiences with our services. You will be the primary point of contact for our customers, addressing their inquiries, providing assistance, and ensuring they derive maximum value from our offerings.
**Responsibilities:**
- **Customer Engagement:**
- Actively communicate with customers through various channels (email, chat, phone) to understand their needs, resolve issues, and enhance their experience.
- Build and maintain positive relationships with customers, promoting a customer-centric culture within the company.
- **Problem Resolution:**
- Respond to customer complaints or feedback promptly and professionally, identifying issues and working toward resolution efficiently.
- Collaborate with cross-functional teams to address technical concerns and product issues reported by customers.
- **Product Knowledge:**
- Stay up-to-date with product features, updates, and best practices to effectively communicate with customers and help them maximize their use of our services.
- Educate customers about the diverse range of services offered by AirAsia Group Berhad, guiding them through functionalities and processes.
- **Customer Training:**
- Conduct online webinars or training sessions to empower customers with the knowledge and tools they need to succeed.
- Develop and share user guides and resource materials that facilitate customer understanding and usage of our products.
- **Performance Tracking:**
- Monitor customer interactions and track customer insights using CRM software, ensuring accurate records of discussions and resolutions.
- Gather customer feedback and communicate findings to the product and management teams for continuous improvement.
- **Sales Support:**
- Identify upsell and cross-sell opportunities while engaging with customers, fostering growth in sales and service adoption.
- Assist in processing orders and renewing contracts as necessary.
**Requirements:**
- **Education:**
- A Bachelor's degree in Business Administration, Marketing, or a related field is preferred but not mandatory.
- **Experience:**
- Minimum of 2 years of experience in customer service or customer success roles, preferably in an e-commerce or airline industry.
- **Technical Proficiency:**
- Familiarity with CRM software and Microsoft Office Suite. Experience with customer support tools (e.g., Zendesk, Freshdesk) is a plus.
- **Personality Traits:**
- Driven: Possess a strong desire to achieve and exceed performance goals.
- Hardworking: Demonstrate a strong work ethic, along with the ability to manage multiple tasks efficiently.
- **Soft Skills:**
- Persuasion: Ability to influence customer decisions positively and advocate for their needs.
- Time Management: Excellent organizational skills with the ability to prioritize tasks and manage deadlines in a fast-paced environment.
**Benefits:**
- Dental insurance
- Employee discounts on AirAsia services
- Remote work flexibility, allowing a balance between professional and personal life
**Working Environment:**
Join us in a dynamic environment where technology is harnessed to drive innovation and efficiency, contributing to an extraordinary team dedicated to enhancing customer experiences.
**Deadline to Apply:**
Please submit your application by ******** .
**Equal Opportunity Statement:**
AirAsia Group 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 irrespective of race, color, national origin, gender, sexual orientation, disability, or other protected statuses.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
