**Job Title: Customer Support Representative - Remote Work**
**Company:** Petronas
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 4+
### **Job Description:**
Petronas is seeking a dedicated and motivated Customer Support Representative to join our remote team. In this role, you will be responsible for providing exceptional service to our customers while demonstrating a high level of professionalism and efficiency. As part of our commitment to employee well-being, we prioritize a supportive working environment that fosters health and wellness initiatives.
### **Responsibilities:**
1. **Customer Interaction:**
- Respond promptly and accurately to customer inquiries via various channels including phone, email, and chat.
- Provide detailed product/service information, helping customers make informed decisions.
- Assist customers with account management, troubleshooting issues, and resolving complaints effectively.
2. **Problem Resolution:**
- Analyze customer concerns and complaints to identify the root cause and suggest appropriate solutions.
- Utilize research skills to gather relevant information and assist customers with their queries.
- Escalate complex issues to higher management when necessary and ensure timely follow-up for resolution.
3. **Documentation and Reporting:**
- Maintain accurate records of customer interactions, transactions, and feedback in the company database.
- Prepare reports and summaries of customer interactions for management review and improvements.
4. **Relationship Management:**
- Build and maintain strong relationships with customers to enhance their experience with Petronas.
- Engage in negotiation and conflict resolution when necessary, ensuring customer satisfaction.
5. **Product Knowledge:**
- Stay informed about our products, services, and industry trends to answer customer questions effectively.
- Participate in training and development opportunities to enhance skills and knowledge.
6. **Team Collaboration:**
- Collaborate with team members to share best practices and improve overall customer service standards.
- Provide feedback to management regarding customer insights and potential improvements to processes.
7. **Commitment to Goals:**
- Meet or exceed performance metrics and customer satisfaction goals.
- Actively contribute to achieving team objectives and support company initiatives.
### **Requirements:**
#### **Qualifications:**
- Minimum 4 years of experience in customer support or a related field.
- High school diploma or equivalent; advanced education preferred.
#### **Skills:**
- **Soft Skills:**
- Excellent research skills to find and present relevant information.
- Strong negotiation skills to effectively resolve customer issues and disputes.
- **Technical Skills:**
- Proficient in customer support software and tools, with a good understanding of CRM systems.
- Basic technical knowledge related to our products and services is a plus.
#### **Personality Traits:**
- Highly motivated and driven to exceed customer expectations.
- Hardworking with a strong work ethic and a proactive approach to tasks.
- Ability to handle pressure and manage multiple tasks efficiently.
### **Benefits:**
- Competitive compensation with a relocation allowance for eligible individuals.
- Parental leave policies that support work-life balance.
- Comprehensive dental insurance coverage to ensure employee health and wellness.
### **Working Environment:**
At Petronas, we prioritize employee well-being through various health and wellness initiatives. We create a supportive atmosphere that values work-life balance while providing opportunities for professional growth and development.
### **Application Deadline:**
Please submit your application by **September 19, 2024**.
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**Equal Opportunity Statement:**
Petronas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions will be made without regard to race, color, religion, sex, national origin, age, disability, or any other status protected by law. 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.
