**Job Title:** Online Customer Success Manager
**Company:** Fraser & Neave Holdings Bhd
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** Minimum 6 Years
### Job Description:
Fraser & Neave Holdings Bhd, a leading provider of innovative and quality consumer products, is seeking a dynamic and results-driven Online Customer Success Manager to join our team in George Town, Penang. This part-time position offers a unique opportunity to work in a flexible environment while impacting our digital customer experience. The ideal candidate is dedicated, passionate, and possesses strong emotional intelligence, enabling them to build meaningful relationships with customers.
### Responsibilities:
- **Customer Onboarding:** Facilitate a seamless onboarding experience for new customers, providing training and resources to ensure they can effectively use our products and services.
- **Account Management:** Regularly engage with existing clients through video conferencing, phone calls, and emails to understand their needs, address any concerns, and ensure high levels of customer satisfaction.
- **Customer Retention:** Develop and implement strategies to increase customer retention rates by analyzing customer feedback, identifying trends, and proactively addressing issues.
- **Performance Metrics:** Monitor and report on customer metrics, establishing KPIs for customer success and working with internal teams to drive improvements based on data analysis.
- **Collaboration:** Work closely with sales, marketing, and product development teams to align customer feedback with product offerings, ensuring customer needs are met with innovative solutions.
- **Issue Resolution:** Handle customer inquiries, requests, and complaints efficiently, demonstrating strong problem-solving skills and a commitment to customer satisfaction.
- **Training and Education:** Develop and provide training materials and sessions to customers, ensuring they have a comprehensive understanding of product functionalities.
- **Feedback Loop:** Gather and analyze customer feedback, conducting research to identify areas for improvement in product offerings and customer service processes.
- **Advocacy:** Cultivate customer advocates by promoting their success stories within the company and in public forums, while also being an ambassador for the brand.
### Requirements:
- **Experience:** A minimum of 6 years of experience in customer success, account management, or a related field, preferably within a digital or e-commerce environment.
- **Education:** Bachelor's degree in Business Administration, Marketing, or a related field. Additional certifications in customer success management are a plus.
- **Skills:**
- **Research Skills:** Proficient in conducting thorough research to understand customer behavior, market trends, and competitive landscape.
- **Emotional Intelligence:** Exceptional ability to empathize with customers, understand their perspectives, and respond constructively to their needs and issues.
- **Personality Traits:**
- Dedicated and highly motivated to deliver value and create positive customer experiences.
- Passionate about customer success and fostering long-term relationships, with a strong desire to contribute to the growth of the company.
- **Technical Skills:** Familiarity with customer relationship management (CRM) tools, data analysis software, and other digital communication platforms.
- **Language Proficiency:** Excellent written and verbal communication skills in English; proficiency in Malay or other local languages is an advantage.
### Benefits:
- Comprehensive medical coverage to support employee wellness.
- Retirement plan options for long-term financial security.
- Paid Time Off (PTO) for work-life balance and personal time.
### Working Environment:
At Fraser & Neave Holdings Bhd, we recognize and reward talent based on performance and merit. Our work culture encourages open communication, professional development, and a strong team spirit, contributing to a fulfilling career path.
### Application Deadline:
Interested candidates are encouraged to apply by **October 6th, 2024**.
### Equal Opportunity Statement:
Fraser & Neave Holdings Bhd 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.
