**Job Title:** Remote Customer Success Associate
**Company:** SIRIM Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
**Job Description:**
SIRIM Berhad, a pioneering force in setting industry benchmarks, is seeking a dedicated and passionate Remote Customer Success Associate to join our dynamic team. As a Customer Success Associate, you will play a critical role in ensuring our customers receive the highest level of service and support, contributing to their overall satisfaction and loyalty. This position is perfect for individuals looking to make a significant impact in a part-time role while being part of a company that values innovation and excellence.
**Key Responsibilities:**
1. **Customer Onboarding:**
- Facilitate a smooth onboarding process for new clients by providing training, resources, and ongoing support.
- Develop onboarding materials and sessions that cater to various customer needs.
2. **Account Management:**
- Act as the primary point of contact for assigned customer accounts.
- Build and maintain strong relationships with clients to ensure their needs are met and exceeded.
- Regularly check in with customers to assess satisfaction and address any concerns or issues proactively.
3. **Customer Support:**
- Respond promptly to customer inquiries via email, chat, and phone, providing accurate information and solutions.
- Troubleshoot and resolve client issues swiftly to minimize downtime and maximize customer satisfaction.
4. **Strategic Planning & Implementation:**
- Collaborate with customers to identify their business goals and develop tailored strategies to achieve them.
- Assist in the implementation of customer success strategies that align with overall company objectives.
5. **Performance Tracking & Reporting:**
- Monitor and analyze customer metrics to assess the effectiveness of service delivered.
- Prepare and deliver regular reports on customer health, satisfaction, and engagement levels to management.
6. **Research & Development:**
- Conduct research on industry trends and customer feedback to identify opportunities for improvement in service offerings.
- Contribute to product development by relaying customer insights and requests to relevant teams.
7. **Collaboration with Internal Teams:**
- Work closely with sales, marketing, and technical support teams to ensure a seamless experience for customers.
- Share customer feedback with internal teams to foster an environment of continuous improvement.
8. **Customer Advocacy:**
- Act as an advocate for the customer within the organization, ensuring that their voice is heard in strategic discussions.
- Promote customer use cases and success stories across various platforms and mediums.
**Requirements:**
- **Experience:** Minimum of 3 years in a customer success, account management, or a related role.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Personality Traits:**
- Confident in communicating with clients at all levels.
- Resilient and able to handle challenges and customer concerns effectively.
- **Soft Skills:**
- Strong strategic planning skills and the ability to think critically about customer needs and business goals.
- Excellent research skills to understand market trends and customer preferences.
- **Technical Skills:**
- Proficiency in CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with project management tools and collaboration platforms.
- **Availability:** Ability to work flexible hours to accommodate clients in varying time zones.
**Benefits:**
- Paid Time Off (PTO) to support your work-life balance.
- Relocation allowance for candidates who may need to move closer to the work location.
- Free accommodation for part-time staff to ensure comfort and convenience.
**Working Environment:**
Join a forward-thinking company that values innovation, collaboration, and customer success. At SIRIM Berhad, you'll be empowered to contribute to transformative projects, working with passionate teams who are committed to excellence in every aspect of our operations.
**Application Deadline:** October 24, 2024.
**Equal Opportunity Statement:**
SIRIM Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.