**Job Title: Customer Success Specialist - Work from Home**
**Company: SIRIM Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Entry Level**
**Years of Experience: 1**
**Company Overview:**
SIRIM Berhad is dedicated to driving innovation and excellence across various sectors. With an emphasis on customer satisfaction, we ensure that our clients receive unparalleled support and insights tailored to their needs. As we expand our reach, we invite dynamic individuals to join our team in our mission to empower businesses and foster innovation.
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**Job Description:**
We are seeking a motivated and enthusiastic **Customer Success Specialist** who is passionate about enhancing customer experiences and driving client satisfaction. This part-time role, which will be conducted remotely, is ideal for individuals starting their careers in customer success or management. You will be responsible for establishing strong relationships with our clients and ensuring they gain maximum value from our products and services.
**Key Responsibilities:**
1. **Client Onboarding:**
- Facilitate the onboarding process for new clients, ensuring a smooth transition to our products and services.
- Conduct product demos and training sessions tailored to client needs.
2. **Customer Relationship Management:**
- Build and maintain long-lasting relationships with clients, acting as their primary point of contact.
- Monitor customer engagement and satisfaction levels, proactively addressing any concerns.
3. **Product Expertise:**
- Develop a deep understanding of our products and services, including features, benefits, and best practices.
- Serve as a subject matter expert to clients, guiding them in using our offerings for maximum benefit.
4. **Strategic Planning:**
- Collaborate with clients to establish success goals and outcomes, creating a strategic plan to help them achieve these objectives.
- Identify opportunities for clients to enhance their usage of our products and services, ensuring ongoing value realization.
5. **Feedback Collection & Reporting:**
- Gather feedback from clients on their experiences and relay insights to relevant internal teams for continuous improvement.
- Prepare and present reports on customer satisfaction metrics and performance against established goals.
6. **Support & Problem Resolution:**
- Respond promptly to client inquiries, providing assistance and resolving issues as they arise.
- Collaborate with technical support and product teams to troubleshoot escalated issues.
7. **Continuous Learning:**
- Engage in ongoing training and professional development to stay updated on industry trends and enhancements in customer success strategies.
- Contribute to internal knowledge bases and resources by documenting processes and best practices.
**Requirements:**
- **Educational Background:**
- Bachelor's degree or equivalent experience in a related field.
- **Experience:**
- Minimum of 1 year of experience in customer service, customer success, or a related role.
- **Personality Traits:**
- Independent thinker with the ability to work autonomously.
- Confident in presenting ideas and solutions to clients.
- **Soft Skills:**
- Strong strategic planning abilities, with a knack for identifying long-term goals and pathways to achieve them.
- Creativity in problem-solving and finding unique solutions for clients' needs.
- **Technical Skills:**
- Familiarity with customer relationship management (CRM) tools and software.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant technology platforms.
- **Communication Skills:**
- Excellent verbal and written communication skills in English; proficiency in Malay and Chinese is a plus.
- Ability to communicate effectively with diverse customer groups and personalities.
**Benefits:**
- Paid sick leave
- Paid overtime
- Retirement plan
**Working Environment:**
At SIRIM Berhad, we promote a culture of continuous learning and adaptation. Our team is encouraged to embrace change, innovate, and stay ahead in a rapidly evolving landscape. We strive to foster an environment that emphasizes growth, collaboration, and passion for customer success.
**Application Deadline:**
Please submit your application by **October 24, 2024**.
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**Equal Opportunity Statement:**
SIRIM Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.