**Job Title:** Remote Customer Success Officer
**Company:** SIRIM Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**About SIRIM Berhad:**
SIRIM Berhad is a leading organization dedicated to advancing innovation and quality in Malaysia's industrial sector through research and development, standards, and certification. We strive to deliver exceptional service and support to our clients, ensuring their success in a rapidly evolving marketplace.
### **Job Description:**
We are seeking a motivated and adaptable Remote Customer Success Officer to join our team on a part-time basis. In this role, you will be responsible for ensuring that our clients derive the maximum value from our products and services. You will foster strong relationships, guiding customers through their journey with SIRIM Berhad, addressing their needs, and providing solutions that empower their success.
### **Key Responsibilities:**
1. **Client Relationship Management:**
- Develop and maintain relationships with customers to understand their goals and objectives.
- Regularly check in with clients to gauge satisfaction and gather feedback.
- Act as the main point of contact for customer inquiries, addressing any issues or concerns promptly.
2. **Onboarding and Training:**
- Facilitate onboarding processes for new clients, ensuring they understand product functionalities and best practices.
- Conduct training sessions and workshops to enhance client knowledge and use of our services.
3. **Problem Solving & Critical Thinking:**
- Identify root causes of client issues and develop innovative solutions to address them.
- Collaborate with internal teams to resolve technical issues or service challenges impacting customer experience.
4. **Monitoring Customer Health:**
- Use metrics and customer feedback to assess account health and proactively identify at-risk customers.
- Implement retention strategies for upselling and cross-selling opportunities based on customer needs.
5. **Reporting & Documentation:**
- Maintain detailed records of customer interactions and support requests in the CRM system.
- Prepare reports on customer engagement and success metrics to share with the management team.
6. **Continuous Learning:**
- Stay updated with product knowledge, industry trends, and best practices to effectively serve our clients.
- Participate in training sessions, webinars, and industry events to continuously develop your skills and knowledge.
### **Requirements:**
- **Education:** Bachelor's degree in Business, Communication, or a related field.
- **Experience:** Minimum of 4 years of experience in customer success, account management, or a related role.
- **Personality Traits:**
- Adaptable: Ability to adjust to changing environments, customer needs, and priorities.
- Motivated: Strong drive to achieve results and support customer success proactively.
- **Soft Skills:**
- Critical Thinking: Strong analytical skills with the ability to think critically and provide constructive feedback.
- Problem-Solving: Excellent problem-solving skills, with a focus on delivering effective solutions for clients.
- **Technical Skills:**
- Proficiency in CRM tools and customer support software.
- Basic understanding of data analysis and reporting tools.
### **Benefits:**
- Company transportation for on-site meetings or events.
- Medical coverage for healthcare needs.
- Provision of company equipment, including laptops and software necessary for your role.
### **Working Environment:**
At SIRIM Berhad, we foster a culture of continuous learning and adaptability. You will be encouraged to stay ahead in a rapidly changing world, contributing to your personal and professional growth while delivering outstanding customer service.
### **Application Deadline:**
Please submit your application by **October 10, 2024**, to be considered for this exciting opportunity.
### **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 applicants from all backgrounds to apply and join our team in driving customer success.
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Please note that all applications are treated with the utmost confidentiality and kindness. If you meet the qualifications and are passionate about customer success, we can't wait to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
