**Job Title:** Online Customer Support Specialist
**Company:** QSR Brands
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
QSR Brands is seeking an enthusiastic and dedicated Online Customer Support Specialist to join our dynamic team in Johor Bahru. As an integral part of our customer service operations, you will play a crucial role in providing exceptional support to our online customers, ensuring their inquiries are effectively resolved and fostering loyalty to our brand. This part-time position is ideal for individuals who are motivated, hardworking, and eager to contribute to a fast-paced environment.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to customer inquiries via email, live chat, and social media platforms.
- Provide detailed information about products, services, and promotions to assist customers in making informed decisions.
- Handle customer complaints with professionalism and empathy, seeking timely resolutions.
2. **Troubleshooting & Problem Solving:**
- Diagnose customer issues related to orders, accounts, and website navigation, proactively working towards solutions.
- Collaborate with internal teams (e.g., IT, Logistics) to resolve more complex customer issues effectively.
3. **Documentation & Reporting:**
- Maintain accurate records of customer interactions in our CRM system, tracking and analyzing data to identify trends and areas for improvement.
- Prepare weekly reports on frequently asked questions, common issues, and customer feedback to assist in strategic planning.
4. **User Education & Support:**
- Create and update FAQs, knowledge base articles, and support documentation to empower customers to find solutions independently.
- Conduct virtual training sessions/webinars for customers to enhance user experience and familiarity with our products.
5. **Team Collaboration:**
- Work closely with other team members to share knowledge, support one another, and foster a cooperative working environment.
- Participate in team meetings to discuss challenges, share insights, and develop strategies for continuous improvement.
6. **Feedback and Improvement:**
- Actively seek and encourage customer feedback to enhance service quality and customer satisfaction.
- Remain open to continuous learning and personal development to stay updated with best practices in customer support.
**Requirements:**
- **Education:** High school diploma or equivalent required; a degree in Communications, Business, or related field is a plus.
- **Experience:** Minimum of 3 years in an online customer support role or related field.
- **Technical Skills:** Proficiency in CRM software and Microsoft Office Suite. Familiarity with social media platforms and customer service tools is a plus.
- **Personality Traits:**
- Hardworking and self-motivated, demonstrating a strong work ethic and dedication to delivering high-quality support.
- A keen interest in continuous learning and personal growth.
- **Soft Skills:**
- Excellent cooperation skills, with the ability to work as part of a diverse team.
- Strong strategic planning abilities to anticipate customer needs and proactively address them.
- Exceptional communication skills, both written and verbal, in English, with proficiency in Malay being an added advantage.
**Benefits:**
- Dental insurance to ensure your health and well-being.
- Profit sharing model to reward your contributions to the company's success.
- Free food during working hours to keep you energized and motivated.
**Working Environment:**
At QSR Brands, we encourage curiosity and questioning to fuel innovation and growth. Our team thrives in an environment that welcomes diverse perspectives and fosters collaboration. We believe that a supportive workplace leads to enhanced productivity and job satisfaction.
**Application Deadline:** October 13, 2024
**Equal Opportunity Statement:**
QSR Brands is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, marital status, veteran status, or disability status.
Interested candidates who meet the above qualifications are encouraged to apply. Join us in delivering exceptional customer service and becoming a part of our innovative team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
