**Job Title:** Online Client Service Associate
**Company:** Celcom Axiata Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**About Us:**
At Celcom Axiata Berhad, we are dedicated to delivering exceptional communication solutions that empower people and businesses in Malaysia. We pride ourselves on our commitment to innovation, excellence, and customer satisfaction. As we continue to grow, we are seeking a driven and dedicated Online Client Service Associate to join our team in George Town, Penang.
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**Job Summary:**
The Online Client Service Associate will be the frontline representative of Celcom Axiata Berhad, responsible for providing outstanding customer service and support through various online channels. This role involves addressing client inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate is passionate, proactive, and well-versed in customer service practices, with a strong commitment to excellence.
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**Key Responsibilities:**
- **Customer Support:** Respond to customer inquiries and issues through email, live chat, and social media platforms promptly and professionally.
- **Issue Resolution:** Identify and analyze customer issues or concerns, providing appropriate solutions in a timely manner. Escalate unresolved issues to relevant teams.
- **Product Knowledge:** Maintain a detailed understanding of all Celcom products and services to effectively address client inquiries and support sales efforts.
- **Research and Analysis:** Conduct research to address customer concerns or inquiries, providing accurate information and recommendations based on findings.
- **Feedback Collection:** Actively listen to customer feedback and suggestions, documenting and reporting findings to help improve service offerings and customer satisfaction.
- **Team Collaboration:** Work closely with various departments to enhance the customer experience, sharing insights and feedback from clients.
- **Record Keeping:** Ensure all customer interactions and transactions are accurately documented in the company's customer management system.
- **Performance Improvement:** Continuously seek opportunities for self-improvement and professional development, pursuing excellence in all interactions and performance metrics.
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**Position Requirements:**
**Education:**
- Bachelor's degree in Business Administration, Communication, or a related field is preferred.
**Experience:**
- A minimum of 4 years of experience in customer service or client support roles, preferably in an online or digital environment.
**Skills and Competencies:**
- **Driven and Dedicated:** Exhibit a strong commitment to delivering exceptional customer service and support while pursuing excellence in all endeavors.
- **Research Skills:** Ability to research and analyze customer inquiries to provide accurate and useful information.
- **People Management:** Exceptional interpersonal skills to manage relationships with clients and collaborate effectively within the team.
- **Communication Skills:** Proficient in both verbal and written communication, with the ability to convey information clearly and concisely.
- **Technical Proficiency:** Comfortable using customer service software, CRM tools, and other relevant digital platforms.
**Character Traits:**
- **Empathetic:** Ability to understand and relate to customer needs and concerns.
- **Proactive:** A motivated self-starter with a keen interest in problem-solving and improving service delivery.
- **Adaptable:** Willingness to change approaches and techniques in response to evolving customer dynamics or feedback.
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**Benefits:**
- Disability insurance
- Vision insurance
- Company equipment
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**Working Environment:**
At Celcom Axiata Berhad, we are committed to creating a working environment where excellence is a collective pursuit. Our culture encourages personal and professional growth, setting high standards for achievement in every endeavor.
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**Application Deadline:**
Please submit your application by **October 13, 2024**.
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**Equal Opportunity Statement:**
Celcom Axiata 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, sex, national origin, disability, or any other protected characteristic.
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Join us in our pursuit of excellence and make a meaningful impact on customer experiences at Celcom Axiata Berhad. We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
