**Job Title:** Online Account Support Manager
**Company:** Kossan Rubber Industries Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Kossan Rubber Industries Berhad is seeking an experienced and dynamic Online Account Support Manager to join our team. The ideal candidate will possess a solid understanding of online account management and customer service, coupled with a passion for delivering exceptional support. Your primary role will involve managing relationships with our online clients, ensuring their needs are met effectively while promoting Kossan's brand values and products.
**Key Responsibilities:**
1. **Client Relationship Management:**
- Build and maintain strong, long-lasting client relationships with online accounts.
- Communicate regularly with account holders to understand their needs and offer tailored solutions.
- Act as a main point of contact for client inquiries, issues, and account management.
2. **Support & Troubleshooting:**
- Address client concerns and resolve issues promptly and effectively, utilizing problem-solving skills.
- Collaborate with technical support teams to manage complex resolutions and escalate issues as needed.
- Provide product knowledge and guidance to clients regarding Kossan's offerings, ensuring they fully utilize our products and services.
3. **Strategic Planning & Project Management:**
- Develop and implement strategic plans to enhance client satisfaction and retention.
- Manage projects related to account support initiatives, ensuring timely delivery and alignment with company goals.
- Set measurable objectives for account performance and report on progress regularly.
4. **Performance Analysis:**
- Analyze online client accounts and metrics to identify trends and opportunities for improvement.
- Conduct regular reviews and assessments of client accounts, suggesting new strategies to enhance service delivery.
- Provide feedback and report key insights to management regarding client satisfaction and potential changes needed in service offerings.
5. **Collaboration and Training:**
- Work closely with the sales team to ensure a seamless transition and onboarding of new online accounts.
- Train and mentor junior account support staff as part of the continuous learning culture within the department.
- Collaborate with marketing teams to support promotional activities that enhance client engagement and satisfaction.
6. **Compliance and Best Practices:**
- Ensure compliance with company policies and industry regulations in managing online accounts.
- Stay informed on the latest industry trends, best practices, and developments in online account management.
**Requirements:**
- **Experience:** Minimum of 8 years of experience in online account management, customer support, or a related field. Experience in the manufacturing sector is a plus.
- **Education:** Bachelor's degree in Business Administration, Marketing, or a related field. Relevant certifications in project management or customer service are advantageous.
- **Soft Skills:**
- Excellent project management skills with a proven ability to lead projects effectively.
- Strong strategic planning capabilities to drive account growth and improvements.
- **Personality Traits:**
- Resourceful and able to navigate complex situations with creativity and strategic thinking.
- Passionate about delivering outstanding client support and improving customer experiences.
- **Technical Skills:** Familiarity with CRM software and online support tools, data analysis, and reporting.
**Benefits:**
- Free accommodation for part-time employees.
- Dental insurance to promote employee well-being.
- Disability insurance for peace of mind.
**Working Environment:**
At Kossan Rubber Industries Berhad, we foster a working environment that promotes equality, diversity, and fairness for all employees. We value individual contributions and encourage collaboration and mutual respect among all team members.
**Application Deadline:** October 24, 2024
_Kossan Rubber Industries Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds._How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.