**Job Title:** Online Customer Support Associate
**Company:** Dialog Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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### **Job Description**
Dialog Group Berhad is seeking a passionate and confident Online Customer Support Associate to join our dynamic team in George Town, Penang. In this role, you will be the frontline of our customer interaction, providing exceptional support and service to our clients. You will work part-time in a vibrant environment infused with joy, ensuring our customers receive timely and effective solutions to their inquiries.
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### **Key Responsibilities**
1. **Customer Interaction**
- Respond promptly and professionally to customer inquiries via email, chat, and social media platforms.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
2. **Issue Resolution**
- Identify and assess customers' needs to achieve satisfaction, utilizing active listening and problem-solving skills.
- Troubleshoot and resolve product or service issues efficiently, guiding customers through the process as needed.
3. **Documentation and Reporting**
- Accurately record and document customer interactions and issues in our CRM system.
- Prepare and submit detailed reports on customer feedback and recurring issues to help improve services.
4. **Collaboration**
- Work closely with the customer support team and other departments to ensure a unified approach to customer satisfaction.
- Participate in team meetings and training sessions, providing insights and suggestions for continuous improvement.
5. **Customer Education**
- Provide customers with product information and resources, including tutorials and FAQs, to enhance their experience.
- Proactively follow up with customers to ensure their issues have been resolved and to gather feedback on their experience.
6. **Continuous Learning**
- Stay updated on product knowledge and service offerings to provide the most accurate information to customers.
- Engage in available training and professional development opportunities to improve skills and service delivery.
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### **Requirements**
**Experience:**
- Minimum of 3 years in a customer support, service, or related role.
- Familiarity with customer support software and CRM systems.
**Education:**
- High school diploma or equivalent; a degree in a relevant field is a plus.
**Personality Traits:**
- Confident in communication and problem-solving capabilities.
- Passionate about customer service and providing value to all interactions.
**Soft Skills:**
- Excellent time management skills to handle multiple tasks effectively.
- Strong people management abilities, ensuring smooth interactions and the ability to manage difficult situations.
**Technical Skills:**
- Proficiency in Microsoft Office Suite and comfortable using digital communication tools.
- Basic understanding of online product support tools and platforms.
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### **Benefits**
- Company-provided equipment to ensure you can perform your role effectively.
- Opportunities for training and professional development to foster your growth.
- Parental leave to support your family needs.
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### **Working Environment**
At Dialog Group Berhad, we believe in creating a work atmosphere that is both joyful and vibrant. We encourage creativity, collaboration, and a sense of belonging while you perform your duties.
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### **Application Deadline**
Please submit your application by ********** ** to be considered for this exciting opportunity.
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### **Equal Opportunity Statement**
Dialog Group 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, 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.
