**Job Title:** Online Customer Success Officer
**Company:** Kenanga Investment Bank Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**About Kenanga Investment Bank Berhad:**
Kenanga Investment Bank Berhad is a leading financial institution in Malaysia, dedicated to providing innovative financial solutions and exceptional service. As a part of our commitment to customer satisfaction and community engagement, we are looking for an energetic and resilient Online Customer Success Officer to join our team in Johor Bahru.
**Job Summary:**
The Online Customer Success Officer will play a crucial role in fostering positive relationships with our online clients. This position requires a proactive individual who can effectively manage customer inquiries and ensure a seamless experience for our users. The officer will collaborate closely with various teams to ensure customer satisfaction and drive engagement, while also actively contributing to our corporate social responsibility initiatives.
**Key Responsibilities:**
- **Customer Support Management:**
- Serve as the first point of contact for customer inquiries and issues related to our online investment services.
- Provide timely and effective solutions to customer requests through multiple channels including email, chat, and social media.
- Conduct follow-ups with customers to ensure issues are resolved and satisfaction is achieved.
- **Onboarding and Training:**
- Assist new customers with account setup and ensure they understand how to use our online platform effectively.
- Develop and deliver engaging training sessions or materials to educate customers about our investment products and services.
- **Customer Engagement:**
- Build and maintain strong relationships with clients to enhance engagement and loyalty.
- Identify and communicate opportunities for upselling or cross-selling additional services that would benefit the customer.
- **Feedback and Reporting:**
- Gather customer feedback on their experiences and report insights to the management team.
- Work on improving processes based on customer feedback to elevate the overall customer experience.
- **Collaboration:**
- Collaborate with product and marketing teams to ensure client needs are met and feedback is incorporated into product enhancements.
- Assist in developing strategies for corporate social responsibility initiatives that align with customer interests.
**Requirements:**
- **Educational Background:**
- Bachelor's degree in Business Administration, Finance, or a related field.
- **Experience:**
- Minimum of 3 years of experience in customer service, customer success, or a related role within the financial services sector.
- **Skills:**
- Strong persuasive skills to effectively communicate solutions and features to customers.
- Exceptional time management skills with the ability to prioritize tasks and work efficiently in a fast-paced environment.
- Proficient in using customer relationship management (CRM) software and online communication tools.
- **Personality Traits:**
- Energetic and enthusiastic attitude to engage customers positively.
- Resilient nature with the ability to handle challenging situations and adapt to a dynamic environment.
**Benefits:**
- Competitive salary package
- Gym membership for health and wellness
- Medical coverage for you and your family
- Relocation allowance for candidates moving to Johor Bahru
**Working Environment:**
At Kenanga Investment Bank Berhad, we are committed to giving back to the community through active participation in corporate social responsibility initiatives. You will have opportunities to engage in projects that make a positive impact on society.
**Application Deadline:**
Please submit your application before October 27, 2024.
**Equal Opportunity Statement:**
Kenanga Investment Bank 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, gender, sexual orientation, gender identity, national origin, or disability status.
Join us in making a difference today! Apply now to be part of a dynamic team striving for excellence in customer service and community engagement.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.