**Job Title:** Support Associate - Work from Home
**Company:** Media Prima Berhad
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Full-time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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**Job Description:**
Media Prima Berhad is seeking a motivated and confident Support Associate to join our dynamic team on a full-time basis. This position is designed for individuals who are passionate about providing exceptional customer service and support. As a Support Associate, you will play a crucial role in ensuring our clients receive the highest standard of support as they navigate our media products and services. You will work remotely, allowing you the flexibility to maintain a work-life balance while contributing to a leading company that pioneers change and sets industry benchmarks.
**Key Responsibilities:**
1. **Customer Support:**
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide expert-level assistance on our media products, troubleshooting issues, and offering solutions to enhance the customer experience.
- Document and track customer interactions to maintain accurate records for future reference.
2. **Issue Resolution:**
- Diagnose and resolve technical issues related to products and services efficiently.
- Escalate complex issues to appropriate teams while maintaining open communication with customers regarding the status of their inquiries.
- Conduct follow-ups to ensure that concerns are adequately addressed and client satisfaction is achieved.
3. **Product Knowledge:**
- Keep abreast of Media Prima Berhad's products and services, actively participating in training sessions to enhance your knowledge and support capabilities.
- Share insights and feedback from customer interactions with relevant teams to improve our offerings continuously.
4. **Research and Analysis:**
- Utilize research skills to gather information on customer requests and provide accurate and relevant solutions.
- Analyze customer feedback and engagement metrics to identify trends and opportunities for improvement.
5. **Persuasion and Client Engagement:**
- Utilize persuasive communication techniques to encourage clients to utilize additional features and services.
- Develop and maintain strong relationships with customers, ensuring their loyalty and trust in Media Prima Berhad.
6. **Collaboration:**
- Collaborate with cross-functional teams, including marketing, sales, and product development, to enhance the overall service experience.
- Participate in regular team meetings to share knowledge, successes, and areas for growth.
7. **Continuous Improvement:**
- Actively seek suggestions and innovations to improve support processes and enhance client interactions.
- Participate in additional training and development as offered by the company to keep skills and knowledge current.
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**Requirements:**
- **Education:** Bachelor's degree in a relevant field or equivalent experience.
- **Experience:** Minimum of 4 years in a customer support or related role, preferably within the media or technology sectors.
**Personality Traits:**
- Confident and articulate in communication, both verbally and in writing.
- Self-motivated with a proactive approach to problem-solving.
- Resilient, with the ability to handle high-pressure situations gracefully.
**Soft Skills:**
- Excellent persuasion skills to influence client decisions positively.
- Strong research capabilities to provide comprehensive and accurate information.
- Outstanding interpersonal skills to foster team and client relationships.
- Effective time management and organizational skills to manage multiple tasks simultaneously.
**Benefits:**
- Disability insurance to protect your well-being.
- Retirement plan options to help you secure your future.
- Flexible remote work arrangements that support a balanced lifestyle.
**Working Environment:**
Join a creative and forward-thinking organization that values innovation and encourages personal and professional growth. At Media Prima Berhad, we champion change and set benchmarks for excellence in the media industry.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Media Prima 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, religion, gender, sexual orientation, gender identity, national origin, or disability.
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We look forward to welcoming a new member to our team who is ready to contribute to our mission and support our valued clients with pride and professionalism. If you meet the requirements and are excited about this opportunity, we encourage you to apply!
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.