**Job Title**: Customer Support Associate - Remote Work
**Company**: Perodua
**Location**: George Town, Penang, MY
**Job Type**: Full-time
**Seniority**: Associate Level
**Years of Experience**: 3
**Job Description**:
Perodua is seeking a dedicated and resourceful Customer Support Associate to join our dynamic team in a fully remote work environment. This role is pivotal in ensuring our customers receive exceptional service and support as they navigate their journey with our products. The ideal candidate will embody a hardworking attitude, demonstrating emotional intelligence and proficient project management skills to effectively respond to customer inquiries and resolve issues promptly.
### Key Responsibilities:
- **Customer Interaction**: Handle incoming customer inquiries via phone, email, and chat, providing timely and accurate responses to queries related to our products and services.
- **Issue Resolution**: Investigate and resolve customer complaints and issues with empathy and efficiency, ensuring a high level of customer satisfaction.
- **Product Knowledge**: Maintain comprehensive knowledge of Perodua products, services, policies, and procedures in order to provide accurate information and assistance to customers.
- **Ticket Management**: Utilize customer relationship management (CRM) software to document and track customer interactions and ensure follow-ups are completed within established timelines.
- **Feedback Collection**: Proactively gather customer feedback and insights to share with relevant departments to improve service delivery and product offerings.
- **Collaboration**: Collaborate with team members and other departments to resolve complex issues and enhance overall customer experience.
- **Training and Development**: Mentor new team members, sharing best practices and guiding them as they acclimate to the role.
- **Performance Metrics**: Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores.
- **Continuous Improvement**: Participate in training sessions and professional development opportunities to enhance knowledge and skills.
### Requirements:
**Education**:
- A Bachelor's degree in Business, Communication, or a related field is preferred.
**Experience**:
- A minimum of 3 years of experience in customer support or a related role with a proven track record of providing exceptional customer service.
**Skills**:
- Proficient in using CRM software and other relevant technology tools.
- Strong problem-solving and analytical skills to identify and resolve customer issues.
- Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
**Personality Traits**:
- Resourceful: Ability to think critically and find effective solutions to customer issues.
- Hardworking: A diligent work ethic and commitment to achieving goals and meeting deadlines.
**Soft Skills**:
- Emotional Intelligence: Strong ability to understand and manage emotions, both one's own and those of others, to foster positive interactions with customers and colleagues.
- Project Management: Capable of managing multiple tasks and projects simultaneously, prioritizing effectively to ensure timely resolution of customer inquiries.
### Benefits:
- Vision insurance to support your eye health.
- Company transportation assistance for remote workers.
- Employee discounts on our products and services.
### Working Environment:
At Perodua, we cultivate a sense of ownership and responsibility at every level. We believe in empowering our associates to take charge of their roles and contribute to the company's success through innovation and teamwork.
### Application Deadline:
Please submit your application by **October 29, 2024**.
**Equal Opportunity Statement**:
Perodua 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.
---
We invite passionate candidates who meet the above qualifications and are looking to grow in a supportive and engaging environment to apply and join our team at Perodua!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.