**Job Title:** Remote Support Officer
**Company:** Astro Malaysia Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
**About Us:**
Astro Malaysia Holdings Berhad is a leading media and entertainment company, dedicated to delivering innovative content and enriching experiences for our customers. We strive for excellence in all aspects of our operations and are committed to creating a dynamic and inclusive work environment.
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**Job Description:**
As a Remote Support Officer, you will be an integral part of our customer service team, providing high-quality assistance to customers across various channels. This position requires someone who is hardworking and resilient, capable of adapting to the fast-paced and ever-changing demands of the media and entertainment industry. Your primary responsibility will be to ensure customer inquiries are handled efficiently and effectively while delivering outstanding support.
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**Key Responsibilities:**
1. **Customer Support:**
- Respond to customer inquiries through email, chat, and phone promptly and professionally.
- Assist customers in troubleshooting issues with their subscriptions, content accessibility, and account management.
- Maintain a high level of customer satisfaction by providing timely and accurate information.
2. **Ticket Management:**
- Create, manage, and resolve support tickets using the designated support software.
- Monitor ticket statuses and follow up on outstanding inquiries to ensure swift resolution.
- Escalate complex issues to senior support staff when necessary.
3. **Knowledge Management:**
- Contribute to the development and maintenance of support documentation, FAQs, and internal knowledge bases.
- Share insights and feedback about common customer issues to inform product improvement.
4. **Collaboration:**
- Work closely with team members to ensure a seamless customer experience across all support channels.
- Participate in team meetings to discuss ongoing projects, share success stories, and collaborate on improvement initiatives.
5. **Continuous Learning:**
- Stay updated on company products, services, and promotions to provide informed assistance to customers.
- Actively seek feedback and engage in training opportunities to enhance skill sets and knowledge base.
6. **Problem-Solving:**
- Utilize critical thinking skills to analyze and resolve customer issues efficiently.
- Identify potential roadblocks and propose innovative solutions to enhance customer experience.
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**Requirements:**
- **Education:** High school diploma or equivalent required; an associate degree or relevant coursework is a plus.
- **Experience:** No prior experience is necessary, but a passion for customer service is highly valued.
- **Technical Skills:** Familiarity with customer support software and basic computer skills are preferred.
- **Personality Traits:**
- Hardworking and resilient, able to handle challenges and stress with composure.
- Adaptable and open to change in a fast-paced environment.
- **Soft Skills:**
- Strong critical thinking skills, with the ability to assess situations logically and make informed decisions.
- Demonstrated leadership potential, with the ability to take initiative and collaborate effectively within a team.
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**Benefits:**
- Vision insurance
- Paid Time Off (PTO)
- Travel & spending expenses
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**Working Environment:**
Join us in a flexible environment that adapts to change with speed and efficiency. We value teamwork, innovation, and a commitment to excellence, providing you with the freedom and support to thrive in your role.
**Deadline to Apply:** ********
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**Equal Opportunity Statement:**
Astro Malaysia Holdings 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, national origin, sex, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
