**Job Title**: Support Officer - Remote Work
**Company**: Westports Holdings Berhad
**Location**: George Town, Penang, MY
**Job Type**: Part-Time
**Seniority**: Associate Level
**Years of Experience**: 3
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### **Job Description**
Westports Holdings Berhad is seeking a dedicated and motivated Support Officer to join our dynamic team in a part-time, remote-work capacity. In this role, you will be integral to our customer support operations, providing essential assistance to our clients and internal teams. This is an excellent opportunity for someone who is resourceful, has a strong problem-solving aptitude, and is passionate about delivering exceptional service.
### **Responsibilities**
1. **Customer Support**
- Respond promptly to customer inquiries via various communication channels (email, chat, phone).
- Manage and resolve customer issues, ensuring a positive experience and maintaining high satisfaction levels.
- Create and maintain comprehensive documentation of customer interactions for future reference.
2. **Problem-Solving**
- Analyze and diagnose customer issues quickly and effectively to provide viable solutions.
- Collaborate with various departments to escalate and address complex issues as needed.
3. **Data Management**
- Maintain accurate records of customer interactions, feedback, and requests in the customer relationship management (CRM) system.
- Generate and analyze reports related to customer support metrics and performance.
4. **Training and Development**
- Participate in ongoing training programs to enhance product knowledge and support skills.
- Assist in onboarding new team members by sharing best practices and support techniques.
5. **Communication and Team Collaboration**
- Communicate effectively with team members to ensure alignment on customer needs and expectations.
- Foster a collaborative working environment by sharing insights and suggesting improvements to processes.
6. **Innovation and Improvement**
- Gather customer feedback to identify trends and areas for improvement.
- Proactively recommend enhancements to existing support tools and processes for increased efficiency.
### **Requirements**
1. **Educational Background**
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
2. **Experience**
- Minimum of 3 years of experience in a support or customer service role, preferably in the logistics or transportation sector.
3. **Technical Skills**
- Proficiency in using CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- Familiarity with remote working tools and platforms.
4. **Personality Traits**
- Highly motivated and resourceful with a proactive approach to problem-solving.
- Adaptable to change and willing to take on new challenges.
5. **Soft Skills**
- Strong emotional intelligence to understand and address customer needs effectively.
- Excellent negotiation skills to resolve conflicts and facilitate agreements.
6. **Additional Requirements**
- Ability to work independently and manage time effectively in a remote work environment.
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
### **Benefits**
- Vision insurance to support your eye health.
- Opportunities for training and professional development to advance your career.
- Retirement plan options to help you prepare for your future.
### **Working Environment**
At Westports Holdings Berhad, we encourage curiosity and questioning to fuel innovation and growth. Our team thrives in a collaborative environment where every idea matters, and every team member has the opportunity to contribute to our success.
### **Application Deadline**
Interested candidates are invited to submit their applications by **October 2, 2024**.
### **Equal Opportunity Statement**
Westports 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, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
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If you are a proactive and capable individual looking to make an impact in a supportive role, we would love to hear from you. Join us at Westports Holdings Berhad and be a part of our innovative journey!
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
