**Job Title:** Online Client Service Officer
**Company:** British American Tobacco Malaysia
**Location:** Malacca City, Melaka, MY
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Job Description:**
British American Tobacco Malaysia is seeking an enthusiastic and experienced Online Client Service Officer to join our dynamic team in Malacca City. This role is essential in ensuring that we provide exceptional service and support to our online clients, establishing strong relationships while driving client satisfaction and retention.
**Key Responsibilities:**
1. **Client Interaction:**
- Serve as the primary point of contact for online clients, addressing inquiries and resolving issues promptly via various communication channels including email, live chat, and social media.
- Build and maintain strong relationships with clients by understanding their needs and requirements, delivering tailored support and recommendations.
2. **Problem Resolution:**
- Proactively identify and address client concerns, utilizing effective problem-solving techniques to ensure quick and satisfactory resolutions.
- Monitor and log client complaints, analyze trends, and recommend improvements based on client feedback.
3. **Sales Support:**
- Assist in upselling and cross-selling products to clients, using persuasive communication skills to contribute to revenue growth.
- Collaborate with the sales team to meet performance targets and drive client engagement through successful campaigns and initiatives.
4. **Data Management:**
- Maintain accurate client records within the CRM system, ensuring all client interactions and transactions are logged in a timely and effective manner.
- Generate reports on client interactions, feedback, and satisfaction metrics to assist in improving services and strategies.
5. **Team Collaboration:**
- Work collaboratively with other teams, including marketing, sales, and product development, to ensure a cohesive approach to client service and to support the successful implementation of new initiatives.
- Participate in team meetings and training sessions to share insights and enhance overall service delivery.
6. **Continuous Improvement:**
- Stay up-to-date with industry trends and best practices in online client service, actively seeking opportunities to enhance personal development in service excellence.
- Contribute to the development of standard operating procedures and materials aimed at improving client service practices.
**Requirements:**
1. **Education & Experience:**
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 4 years of experience in client service, customer support, or a related field, preferably in a fast-paced environments.
2. **Personality Traits:**
- Passionate about providing exceptional client service and able to inspire similar enthusiasm in team members and clients.
- Independent and self-motivated, capable of managing work autonomously while meeting deadlines and exceeding expectations.
3. **Soft Skills:**
- Strong persuasion skills with the ability to influence client decisions while maintaining a customer-centric approach.
- Excellent time management skills, with the ability to prioritize tasks effectively in a high-paced environment.
4. **Technical Skills:**
- Proficiency in CRM software and online communication tools.
- Familiarity with data analysis and reporting tools is a significant advantage.
5. **Additional Requirements:**
- Flexibility to travel as required for client meetings or industry events.
- Fluent in English, with additional languages being an advantage.
**Benefits:**
- Travel opportunities to attend client meetings and industry conferences.
- Comprehensive life insurance coverage.
- Profit sharing based on team performance and company achievements.
**Working Environment:**
You will thrive in a high-energy workplace focused on delivering impactful results, where your contributions are recognized and celebrated. We promote a culture of teamwork, inclusion, and a relentless pursuit of excellence.
**Application Deadline:** ********
**Equal Opportunity Statement:**
British American Tobacco Malaysia 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.