**Job Title:** Remote Customer Support Specialist
**Company:** Genting Group
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 4 years
**Application Deadline:** October 5, 2024
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**Job Description:**
Genting Group is seeking a proactive and motivated Remote Customer Support Specialist to join our team in George Town, Penang. As a part-time position at the associate level, the ideal candidate will possess a minimum of 4 years of relevant experience in customer service or support roles. This role is perfect for individuals who are independent and driven, with a passion for delivering exceptional customer experiences.
**Key Responsibilities:**
1. **Customer Interaction**:
- Respond promptly and professionally to customer inquiries via various channels including phone, email, and chat.
- Provide accurate information about products, services, and company policies to address customer needs and concerns effectively.
- Handle customer complaints and feedback, ensuring resolution and satisfaction in a timely manner.
2. **Technical Support**:
- Assist customers in troubleshooting product issues, guiding them through solutions and maintaining a positive rapport.
- Document customer interactions and issues in the customer relationship management (CRM) system, ensuring all information is up-to-date and accurate.
3. **Collaboration**:
- Work closely with internal teams, including sales, marketing, and operations, to communicate customer feedback and drive continuous improvement.
- Participate in team meetings to discuss findings, share insights, and contribute to the development of best practices.
4. **Training and Development**:
- Attend training sessions to improve product knowledge and enhance service skills.
- Share best practices and mentor newer team members to foster a collaborative atmosphere.
5. **Performance Tracking**:
- Monitor personal performance metrics to consistently meet or exceed service standards and key performance indicators (KPIs).
- Identify patterns in customer inquiries to suggest improvements in service delivery or product offerings.
6. **Creativity and Problem-Solving**:
- Utilize creativity in developing solutions for customers and enhancing the overall customer experience.
- Propose new ideas for process improvements and innovations in customer support services.
**Requirements:**
- **Education**: High school diploma or equivalent; Bachelor's degree in a relevant field is a plus.
- **Experience**: Minimum of 4 years of experience in customer support or a related field, preferably in a remote work environment.
- **Skills**:
- Strong written and verbal communication skills in English; proficiency in additional languages is a plus.
- Proficient in using customer support software and CRM systems.
- Excellent problem-solving skills and the ability to think critically under pressure.
- High level of organization, time management, and attention to detail.
- **Personality Traits**:
- Independent worker who thrives in a remote setting.
- Driven and motivated to achieve personal and company goals.
- **Soft Skills**:
- Creativity in approach to customer service and conflict resolution.
- Strong people management skills, with the ability to empathize and connect with customers effectively.
**Benefits:**
- Joining Bonus upon successful completion of the onboarding process.
- Complimentary gym membership to promote physical well-being.
- Access to training and professional development opportunities to empower career growth.
**Working Environment:**
At Genting Group, we embrace change and foster an environment where our team members can thrive. We encourage our Remote Customer Support Specialists to navigate challenges seamlessly while supporting one another to create a positive cultural atmosphere.
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**Equal Opportunity Statement:**
Genting Group 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, religion, color, gender, sexual orientation, national origin, age, disability, or any other legal protected status.
**How to Apply:**
Qualified candidates are encouraged to submit their resume and a cover letter detailing their relevant experience and strengths by the application deadline of October 5, 2024. We look forward to welcoming you to our dynamic team at Genting Group!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
