**Job Title:** Customer Support Manager
**Company:** Petronas
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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### Job Description
Petronas is seeking a dedicated and resourceful **Customer Support Manager** to join our team on a part-time basis. This individual will play a crucial role in ensuring our customers receive the highest level of support and service. You will work closely with our customer service team to develop and implement strategies that enhance customer satisfaction and loyalty. With your experience and skills, you will help foster an environment that promotes strong relationships with colleagues, clients, and partners.
### Key Responsibilities
1. **Manage Customer Support Operations:**
- Oversee daily customer support activities to ensure efficient processes.
- Develop and implement best practices for managing customer inquiries, complaints, and feedback.
- Monitor and evaluate the performance of the customer support team, providing guidance and coaching as necessary.
2. **Improving Customer Experience:**
- Analyze customer feedback and service trends to identify areas for improvement.
- Collaborate with cross-functional teams to enhance overall service offering.
- Lead initiatives that focus on building long-term relationships with customers.
3. **Team Leadership and Development:**
- Provide mentorship and support to the customer support team, fostering a positive work environment.
- Conduct regular training and development sessions to enhance team skills and knowledge.
- Assist in the recruitment and onboarding of new customer support staff.
4. **Reporting and Analysis:**
- Prepare and present reports on customer support metrics and outcomes to management.
- Utilize data analytics to assess customer satisfaction levels and team performance.
- Implement systems for tracking customer issues and trends for ongoing improvement.
5. **Strategic Planning:**
- Participate in the development of long-term customer service strategies aligned with Petronas' goals.
- Set and evaluate objectives and key performance indicators (KPIs) for the customer support department.
6. **Engagement and Relationship Building:**
- Build strong relationships and communicate effectively with internal stakeholders and external customers.
- Act as a liaison between customers and various departments within Petronas, ensuring the resolution of issues.
### Requirements
- **Experience and Education:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 5 years of experience in customer support, preferably in a managerial role.
- **Skills and Competencies:**
- Strong emotional intelligence to understand customer needs and team dynamics.
- Exceptional planning and organizational skills to manage workload and prioritize effectively.
- Excellent interpersonal and communication skills for relationship building.
- **Personality Traits:**
- Adaptable and flexible in response to changing environments and customer needs.
- Hardworking and dedicated to achieving high levels of customer satisfaction.
- **Technical Proficiency:**
- Familiarity with customer service software, databases, and reporting tools.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and presentations.
### Benefits
- Gym membership to promote a healthy work-life balance.
- Paid overtime for additional hours worked beyond the designated part-time schedule.
- Visa sponsorship for qualified applicants from outside Malaysia, ensuring a smooth transition and compliance with local work regulations.
### Working Environment
At Petronas, we pride ourselves on creating a collaborative working environment that supports strong professional relationships between colleagues, clients, and partners. You will join a dynamic team focused on delivering exceptional customer support while fostering an inclusive atmosphere.
### Application Deadline
To be considered for this role, please submit your application by **September 29, 2024**.
### Equal Opportunity Statement
Petronas 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 without regard to race, color, religion, sex, national origin, disability status, veteran status, or any other characteristic protected by law.
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If you are an adaptable, hardworking individual with a passion for customer service and the ability to thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity at Petronas!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
