**Job Title**: Online Customer Service Assistant
**Company**: SIRIM Berhad
**Location**: George Town, Penang, MY
**Job Type**: Part-Time
**Seniority**: Associate Level
**Years of Experience**: 3
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**Job Description**:
SIRIM Berhad is seeking a dedicated and confident Online Customer Service Assistant to join our team in George Town, Penang. As an integral part of our customer support operations, you will be responsible for delivering exceptional service to our customers through various online channels, including email, chat, and social media. This is a part-time position ideally suited for individuals with a passion for problem-solving and a commitment to providing top-tier assistance.
**Key Responsibilities**:
1. **Customer Engagement**:
- Respond promptly and professionally to customer inquiries via email, chat, and social media platforms.
- Develop a strong understanding of our products and services to effectively address customer questions and concerns.
2. **Issue Resolution**:
- Utilize exceptional problem-solving skills to troubleshoot customer issues and provide effective solutions in a timely manner.
- Follow up with customers post-resolution to ensure satisfaction and retention.
3. **Documentation & Reporting**:
- Maintain accurate customer records, documenting interactions and resolutions in our CRM system.
- Analyze customer feedback and suggest improvements to enhance overall service quality.
4. **Collaboration**:
- Work closely with other departments, such as sales and technical support, to relay customer feedback and contribute to product and service enhancements.
- Participate in team meetings to discuss challenges, share insights, and contribute to a positive working environment.
5. **Knowledge Development**:
- Stay up-to-date with product knowledge and company updates to provide accurate information to customers.
- Assist in creating and updating FAQs or customer service guides to streamline the service process.
6. **Presentation Skills**:
- Occasionally conduct online presentations or webinars for customers to educate them about products and services, ensuring they are fully informed and engaged.
**Requirements**:
- **Education**:
- A minimum of a bachelor's degree or equivalent experience in a related field.
- **Experience**:
- At least 3 years of experience in an online customer service or support role.
- **Technical Skills**:
- Proficiency in using customer service software, databases, and CRM systems.
- Familiarity with social media platforms and online communication tools.
- **Personal Traits**:
- Confident and dedicated in approach to customer service and problem resolution.
- Strong commitment to team goals and customer satisfaction.
- **Soft Skills**:
- Excellent problem-solving abilities with a proactive mindset.
- Strong presentation skills to effectively communicate product knowledge and best practices to customers.
- **Language Proficiency**:
- Fluency in English is required; proficiency in Malay or other languages will be an added advantage.
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**Benefits**:
- Life insurance
- Retirement plan
- Paid sick leave
**Working Environment**:
At SIRIM Berhad, we foster a working environment that encourages exploration and innovation. We believe in taking calculated risks for growth and continuously challenging the status quo to improve our services.
**Application Deadline**: September 19, 2024
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**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 applicants from all backgrounds to apply and join our team.
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If you are a motivated individual with a passion for customer service and a desire to contribute to a dynamic team, we invite you to apply for the Online Customer Service Assistant position today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
