**Job Title:** Customer Support Specialist
**Company:** Axiata Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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**Job Description:**
Axiata Group Berhad is seeking a dedicated and dynamic Customer Support Specialist to join our team in George Town, Penang. As a part-time member of our customer support team, you will play a crucial role in ensuring our customers receive exceptional service and support. We are looking for a candidate who possesses not only the technical skills required for this position but also the personal attributes that align with our company culture.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide clear, accurate information regarding products and services to assist customers with their queries.
2. **Issue Resolution:**
- Diagnose and troubleshoot customer issues, provide step-by-step solutions, and follow up until resolution.
- Collaborate with relevant departments or teams to escalate and resolve more complex customer issues effectively.
3. **Documentation and Reporting:**
- Maintain detailed records of customer interactions and transactions within our CRM systems.
- Prepare and submit reports on common customer issues, feedback, and suggestions to improve service delivery.
4. **Strategic Planning:**
- Assist in developing and implementing strategies to improve overall customer satisfaction and support processes.
- Participate in team meetings to discuss performance metrics and share insights on customer needs and preferences.
5. **Resilience and Adaptability:**
- Maintain a positive attitude in challenging situations while managing customer expectations professionally.
- Adapt to changes in products, services, and corporate policies, and communicate these changes effectively to customers.
6. **Performance Metrics:**
- Meet and exceed performance targets such as response time, resolution rate, and customer satisfaction scores.
- Engage in continuous personal development and training to enhance service delivery and performance.
**Requirements:**
- **Education:** Bachelor's degree or equivalent in a related field.
- **Experience:** Minimum of 4 years of experience in customer support or a related field.
- **Technical Proficiency:** Proficiency in CRM software and Microsoft Office Suite.
**Personality Traits:**
- Resilient: Ability to bounce back from setbacks and persist in the face of challenges.
- Hardworking: A strong work ethic and dedication to achieving personal and team goals.
**Soft Skills:**
- Decision-Making: Ability to make informed decisions that prioritize customer satisfaction while balancing company policies.
- Strategic Planning: Capable of identifying customer needs and recommending improvements to support services.
**Benefits:**
- Travel opportunities to participate in training sessions and collaboration across international teams.
- Retirement plan options to ensure long-term financial security.
- A joining bonus upon completion of the onboarding process.
**Working Environment:**
At Axiata Group Berhad, we recognize and reward our employees based on performance and merit. We foster a work culture that encourages continuous development, support, teamwork, and collaboration.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Axiata Group 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.
We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
