**Job Title:** Online Customer Success Representative
**Company:** Petron Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Fulltime
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description
As an Online Customer Success Representative at Petron Malaysia, you will play a vital role in ensuring that our customers have a seamless and enjoyable online experience with our products and services. Your responsibilities will include proactive customer engagement, resolution of inquiries, and delivery of product information to enhance customer satisfaction. You will work collaboratively with various teams to build relationships, foster loyalty, and establish Petron as the preferred choice for our customers.
### Key Responsibilities
- **Customer Engagement:** Actively engage with customers through various online channels, including email, chat, and social media, providing timely responses and solutions to inquiries.
- **Problem Solving:** Handle customer complaints and concerns efficiently, employing a solution-oriented approach to resolve issues and ensure customer satisfaction.
- **Educate Customers:** Provide detailed information about products and services, assisting customers with their questions and guiding them through the purchasing process to increase conversion rates.
- **Customer Feedback:** Gather and analyze customer feedback to identify trends and areas for improvement, relaying insights to relevant teams to enhance service offerings.
- **Cross-Functional Collaboration:** Work closely with sales, marketing, and technical teams to ensure customer needs are met and expectations exceeded, contributing to a cohesive customer experience.
- **Documentation:** Maintain accurate records of customer interactions, feedback, and issues in our Customer Relationship Management (CRM) system to facilitate efficient follow-up and reporting.
- **Continuous Learning:** Stay updated on the latest industry trends, products, and best practices related to customer service and online engagement.
- **Metrics and Reporting:** Monitor key performance indicators (KPIs) related to customer satisfaction and engagement, preparing regular reports to share progress and insights with management.
### Requirements
- **Experience:** A minimum of 3 years of experience in customer service or customer success roles, preferably in an online or digital environment.
- **Education:** A bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
- **Passion for Customer Service:** A strong dedication to providing an exceptional customer experience and a desire to foster long-term relationships with clients.
- **Confidence:** Ability to communicate effectively and confidently with customers, both verbally and in writing, with a strong aptitude for conveying complex information in a clear and approachable manner.
- **Research Skills:** Proven ability to conduct thorough research to find solutions or provide detailed product information, demonstrating strong problem-solving abilities.
- **Teamwork:** Experience in working collaboratively within a team, contributing to collective goals while respecting diverse perspectives and promoting a supportive team environment.
- **Technological Proficiency:** Familiarity with customer support software, CRM systems, and general proficiency in using digital communication tools and social media platforms.
- **Multilingual:** Fluency in English; proficiency in Malay and other languages is an advantage.
### Benefits
- **Company Transportation:** Convenient transportation options are provided to ensure a hassle-free commute to work.
- **Gym Membership:** Access to a gym membership to support your health and fitness goals.
- **Travel Opportunities:** Opportunities for travel as part of training, conferences, and client engagement activities.
### Working Environment
Petron Malaysia believes in empowering employees to take ownership and make impactful decisions. We foster a work culture that encourages innovation, collaboration, and personal growth, enabling you to contribute meaningfully to our customers and the organization.
### Application Process
Interested candidates are encouraged to apply by the deadline of ********** **. Please submit your resume and a cover letter outlining your qualifications and interest in the position.
### Equal Opportunity Statement
Petron Malaysia 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 and experiences to foster a diverse workforce that reflects the communities we serve.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
