**Job Title:** Online Account Support Representative
**Company:** Axiata Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 2 years
### Job Description
Axiata Group Berhad is seeking a motivated and hardworking Online Account Support Representative to join our dynamic team in Johor Bahru. As an integral part of our customer support group, you will be responsible for ensuring an exceptional online experience for our customers, helping them resolve issues, and providing information about our services. This is an exciting opportunity to grow your skills in a fast-paced environment that thrives on change and innovation.
### Key Responsibilities
- **Customer Support:** Provide exceptional online support to customers via chat, email, and social media regarding their accounts, services, and any related issues. Respond to inquiries in a timely, professional, and empathetic manner.
- **Issue Resolution:** Effectively identify, troubleshoot, and resolve customer issues and complaints. Employ critical thinking to assess situation nuances and propose appropriate solutions.
- **Account Management:** Assist customers with account-related inquiries, including billing issues, service upgrades/downgrades, and changes to their account details, ensuring compliance with company policies.
- **Documentation:** Maintain accurate records of customer interactions and transactions in the database to ensure a seamless follow-up and enhance customer insights.
- **Training and Development:** Stay updated on new products, services, and policies, and participate in training programs to continually enhance your product knowledge and customer service skills.
- **Collaboration:** Work closely with other departments such as Sales, Technical Support, and Marketing to ensure a holistic approach to customer satisfaction. Share customer feedback with the relevant teams to facilitate service improvements.
- **Performance Metrics:** Meet and exceed established performance targets, including response time, customer satisfaction scores, and first contact resolution rates.
### Requirements
**Educational Background:**
- Bachelor's degree or equivalent in any field preferred but not mandatory.
**Experience:**
- A minimum of 2 years experience in customer support or a related field.
**Technical Skills:**
- Proficiency in using CRM software and Microsoft Office Suite.
- Familiarity with digital communication tools and social media platforms.
**Personality Traits:**
- **Motivated:** A self-starter who is driven to achieve personal and team goals with enthusiasm and passion for customer engagement.
- **Hardworking:** Willingness to go the extra mile to assist customers and contribute effectively to organizational goals.
**Soft Skills:**
- **Problem-Solving:** Demonstrate the ability to analyze customer issues and come up with effective solutions in a timely manner.
- **Critical Thinking:** Ability to assess situations, make informed decisions, and provide thoughtful recommendations based on available information.
### Benefits
- **Disability Insurance:** Coverage that supports you during unforeseen circumstances.
- **Dental Insurance:** Comprehensive dental coverage to maintain your oral health.
- **Employee Discounts:** Enjoy discounts on various products and services as a valued member of our team.
### Working Environment
At Axiata Group Berhad, we foster a culture that embraces change and inspires resilience. Our team thrives on innovation and collaboration, creating an environment where every voice is heard. We value diversity and encourage individuals to bring their unique perspectives and ideas to the table.
### Application Deadline
Please submit your application by October 27, 2024, to be considered for this exciting opportunity to join our team.
### 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.