**Job Title:** Customer Support Associate - Remote Work
**Company:** Astro Malaysia Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**About Us:**
Astro Malaysia Holdings Berhad is a leading multimedia and entertainment company based in Malaysia, committed to delivering innovative services and exceptional customer experiences. Our mission is to enrich the lives of our customers by providing unmatched quality and customer service.
**Job Description:**
Astro Malaysia Holdings Berhad is seeking a dedicated and skilled Customer Support Associate to join our Customer Experience team on a part-time basis. This remote position will require you to deliver excellent customer service while managing and resolving customer inquiries through various channels, including phone, email, and live chat. Our ideal candidate should possess a deep understanding of customer needs and be passionate about enhancing the overall customer experience.
**Key Responsibilities:**
- Respond to customer inquiries promptly and accurately through multiple channels, including phone, email, and chat.
- Manage customer complaints effectively and offer appropriate solutions within the time limits; follow up to ensure resolution.
- Build strong relationships with customers by providing personalized and empathetic support, demonstrating genuine care for their needs.
- Maintain detailed records of customer interactions and transactions, documenting inquiries, complaints, and resolutions.
- Collaborate cross-functionally with other teams to enhance product offerings and service protocols based on customer feedback.
- Stay updated on company products, services, and policies to provide accurate and relevant information to customers.
- Use emotional intelligence and persuasion techniques to de-escalate tense situations and turn negative experiences into positive ones.
- Identify patterns in customer feedback and share insights with management to help enhance service delivery and product development.
- Actively participate in training sessions and contribute ideas to improve processes and customer support systems.
- Ensure compliance with all company policies and procedures, including data privacy and customer confidentiality.
**Requirements:**
- Minimum of 4 years of experience in customer support or a related field, preferably in the multimedia or entertainment industry.
- High school diploma or equivalent; further education in a relevant field is a plus.
- Passionate about delivering top-notch customer experiences and continuously improving service quality.
- Reliable with a strong work ethic and a commitment to meeting deadlines.
- Exceptional emotional intelligence to understand and respond to customer emotions effectively.
- Strong persuasive skills to engage customers and influence their decisions positively.
- Excellent verbal and written communication skills in English; proficiency in Malay or other languages is a plus.
- Proven ability to work independently and as part of a diverse team in a remote work environment.
- Proficient in using customer support software, CRM tools, and Microsoft Office Suite.
- Ability to multitask and manage time efficiently in a fast-paced environment.
**Benefits:**
- Retirement plan to support your future financial needs.
- Company transportation to ensure convenient travel for work-related events.
- Life insurance coverage for your peace of mind and protection for your loved ones.
**Working Environment:**
At Astro Malaysia Holdings Berhad, we believe in fostering a supportive and collaborative working environment. You will have the opportunity to build strong relationships with your colleagues, clients, and partners, ensuring a fulfilling work experience.
**Application Deadline:**
Please submit your application by October 6, 2024.
**Equal Opportunity Statement:**
Astro Malaysia Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants of all backgrounds to apply and thrive in our vibrant workplace.
We look forward to welcoming a passionate Customer Support Associate to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
