**Job Title:** Online Customer Success Officer
**Company:** British American Tobacco Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
**Job Description:**
British American Tobacco Malaysia is seeking a dedicated and enthusiastic Online Customer Success Officer to join our dynamic team in George Town, Penang. This part-time position is ideal for individuals who are beginning their careers and are eager to contribute positively to our customer support efforts while being a part of a pioneering company that sets industry benchmarks.
**Key Responsibilities:**
- **Customer Support:** Engage with customers through various online channels (e.g., email, chat, social media) to answer inquiries, resolve issues, and provide information about our products and services.
- **Onboarding New Customers:** Guide new customers through our online platforms by providing step-by-step assistance, ensuring a seamless onboarding experience that promotes customer satisfaction.
- **Account Management:** Maintain and update customer accounts by accurately recording interactions, feedback, and required changes in our customer relationship management (CRM) system.
- **Feedback Collection and Analysis:** Actively gather and analyze customer feedback to identify common pain points and areas for improvement in customer service processes and products.
- **Project Management:** Collaborate with different teams to help implement projects aimed at enhancing customer experience, ensuring all deliverables align with company standards and timelines.
- **Education and Training:** Provide customers with necessary training materials and resources to help them navigate our services effectively, and facilitate knowledge-sharing sessions.
- **Reporting:** Compile regular reports on customer interactions, feedback trends, and service improvements to share with management and contribute to continuous improvement initiatives.
- **Adaptation to Change:** Stay updated on industry trends and company initiatives, adapting customer support strategies to reflect the latest developments and policies effectively.
**Requirements:**
- **Education:** A minimum of a high school diploma or equivalent; further education in business, marketing, or related fields is a plus.
- **Experience:** Previous experience in customer support or a related field is not required, but any relevant volunteer experience or internships will be considered an asset.
- **Personality Traits:**
- **Reliable:** Demonstrate consistency in meeting deadlines and delivering results.
- **Adaptable:** Willing to embrace changes within a fast-paced work environment and adjust strategies as necessary.
- **Soft Skills:**
- **Communication:** Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
- **Project Management:** Basic understanding of project management principles; ability to coordinate tasks effectively to achieve desired outcomes.
- **Technical Skills:** Proficiency in Microsoft Office Suite and an eagerness to learn new software tools as needed. Familiarity with CRM software is a plus.
**Benefits:**
- Paid overtime
- Travel opportunities
- Vision insurance
**Working Environment:** Join British American Tobacco Malaysia— a forward-thinking company that is consistently challenging the status quo and paving the way for innovative practices in the industry. We foster a collaborative environment where new ideas and enthusiasm are celebrated.
**Deadline to Apply:** October 5, 2024
**Equal Opportunity Statement:** British American Tobacco Malaysia is committed to creating a diverse and inclusive workplace. We encourage applications from all individuals regardless of race, gender, age, religion, sexual orientation, or disability status. We believe that diversity enriches our workplace and leads to better decision-making, innovation, and results.
If you are reliable, adaptable, and ready to embark on an exciting career path, we invite you to apply for the Online Customer Success Officer position today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
