**Job Title:** Online Customer Support Officer
**Company:** Kossan Rubber Industries Berhad
**Location:** George Town, Penang, MY
**Job Type:** Full-time
**Seniority:** Entry Level
**Years of Experience:** 1
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**Company Overview:**
Kossan Rubber Industries Berhad is a leading manufacturer of rubber products, committed to environmental responsibility and sustainable practices. Our focus on innovation and quality has positioned us as a major player in the global market. We are looking to expand our team with dedicated professionals who are passionate about delivering outstanding customer service.
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**Job Overview:**
As an Online Customer Support Officer at Kossan Rubber Industries Berhad, you will be the first point of contact for our customers through various online channels. Your responsibilities will include addressing customer inquiries, resolving issues promptly, and providing information about our products and services. We are looking for a reliable and resilient individual who thrives in a dynamic environment and is focused on customer satisfaction.
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**Key Responsibilities:**
1. **Customer Engagement:**
- Respond to customer inquiries through email, live chat, and social media platforms in a timely and professional manner.
- Provide accurate information on products, services, and company policies.
2. **Issue Resolution:**
- Identify customer issues and troubleshoot problems effectively; escalate complex issues to the appropriate department when necessary.
- Document customer inquiries and resolutions in our customer relationship management (CRM) system to track trends and improve service.
3. **Knowledge Management:**
- Keep up-to-date with product and service changes to ensure accurate information is provided to customers.
- Contribute to the creation and maintenance of FAQs and knowledge base articles to enhance the customer support experience.
4. **Customer Feedback:**
- Gather and analyze customer feedback to identify areas for improvement in our products and services.
- Foster positive relationships with customers to encourage loyalty and retention.
5. **Collaborative Support:**
- Work closely with the sales, marketing, and technical teams to ensure a seamless customer experience.
- Participate in team meetings and contribute to team goals and objectives.
6. **Reporting:**
- Assist in generating regular reports on customer interactions, feedback, and common issues to help improve overall service quality.
- Monitor customer satisfaction metrics and work towards achieving departmental KPIs.
7. **Continuous Improvement:**
- Stay informed about industry trends and best practices in customer service and apply them to improve our processes.
- Engage in training and development opportunities to enhance personal and professional growth.
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**Requirements:**
- **Education:**
- A minimum of a diploma or equivalent training in business administration, communication, or a related field.
- **Experience:**
- At least 1 year of experience in customer service or a related field, preferably in an online setting.
- **Skills and Qualities:**
- Proven ability to deliver outstanding customer service with a strong focus on customer satisfaction.
- Excellent written and verbal communication skills.
- Strong attention to detail, helping ensure accuracy and quality in every customer interaction.
- Exceptional planning skills, able to prioritize tasks and manage time effectively in a fast-paced environment.
- Reliable and resilient, demonstrating adaptability and a positive attitude in challenging situations.
- **Technical Proficiency:**
- Familiarity with CRM software and online communication tools.
- Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
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**Benefits:**
- Joining Bonus
- Company equipment provided for work
- Visa sponsorship for eligible candidates
- Opportunities for training and development in a supportive environment
- A commitment to a sustainable and environmentally responsible workplace
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**Working Environment:**
At Kossan Rubber Industries Berhad, we believe in fostering a culture that promotes environmental responsibility and sustainability. Our work environment encourages collaboration, innovation, and a commitment to making a positive impact on the community and the planet.
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**How to Apply:**
Interested candidates are invited to submit their applications (cover letter and resume) by the deadline of **October 4, 2024**. Kindly include a brief statement on why you are an ideal candidate for this position.
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**Equal Opportunity Statement:**
Kossan Rubber Industries 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.
