**Job Title:** Online Client Support Officer
**Company:** SIRIM Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 4
**Job Summary:**
SIRIM Berhad is seeking an enthusiastic and skilled Online Client Support Officer to join our team. The successful candidate will provide exceptional online support to our clients, ensuring their inquiries and issues are addressed promptly and effectively. As a vital member of our client support team, you will help enhance customer satisfaction, contribute to operational efficiencies, and actively promote our commitment to environmental responsibility and sustainable practices.
**Key Responsibilities:**
- **Client Interaction:** Serve as the first point of contact for clients via online platforms, responding to inquiries, resolving issues, and providing information on services offered by SIRIM Berhad.
- **Support & Troubleshooting:** Assist clients in troubleshooting technical issues with online services, providing clear guidance and instructions to facilitate resolution.
- **Documentation:** Maintain accurate records of client interactions and issue resolutions using our Customer Relationship Management (CRM) system, ensuring all information is updated and easily accessible.
- **Analysis & Reporting:** Analyze client feedback and service logs to identify common issues, trends, or areas for improvement. Prepare reports and suggest actionable solutions to enhance client experience.
- **Collaboration:** Work closely with other departments, including technical support, sales, and product development teams, to coordinate and communicate effectively on client needs and service enhancements.
- **Knowledge Base Maintenance:** Contribute to the development and updating of online resources, FAQs, and training materials to empower clients with self-service options.
- **Policy Implementation:** Ensure adherence to company policies and standards in all client interactions. Promote and educate clients on SIRIM's environmental responsibility and sustainable practices.
- **Feedback Mechanism:** Actively solicit and encourage client feedback on services and online support, utilizing insights to enhance service delivery and client satisfaction.
**Requirements:**
- **Experience:** Minimum of 4 years in client support or related roles, preferably within an online or digital environment.
- **Education:** A bachelor's degree in Business Administration, Communications, Information Technology, or a related field is preferred.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software and Microsoft Office Suite. Familiarity with online troubleshooting tools is a plus.
- **Personality Traits:**
- **Dedicated:** Strong commitment to providing high-quality support to clients, ensuring their needs are met and exceeded.
- **Independent:** Ability to work autonomously while managing multiple tasks effectively within a part-time schedule.
**Soft Skills:**
- **Analytical Thinker:** Strong analytical skills with the ability to interpret data, identify trends, and utilize insights for continuous improvement.
- **Critical Thinking:** Ability to assess problems logically and develop effective, creative solutions to client issues.
**Benefits:**
- Travel and spending expenses covered for work-related tasks.
- Paid sick leave to promote work-life balance.
- Access to company equipment to ensure effective job performance.
**Working Environment:**
SIRIM Berhad is deeply committed to environmental responsibility and sustainable practices. By joining our team, you will play a critical role in promoting these values while delivering exceptional client service.
**Application Deadline:**
Please submit your application by October 6, 2024.
**Equal Opportunity Statement:**
SIRIM 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, experiences, and abilities to ensure that our team reflects the communities we serve.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
