**Job Title:** Support Specialist
**Company:** Celcom Axiata Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**About Us**
At Celcom Axiata Berhad, we are committed to creating a vibrant workplace that embraces diversity and fosters an inclusive culture where every perspective is valued and respected. Join us and be a part of the team that is redefining the telecommunications landscape!
**Job Overview**
We are seeking a motivated and detail-oriented Support Specialist to join our team in Johor Bahru. The ideal candidate will be driven and independent, with a passion for providing exceptional customer service. This part-time position requires an individual with robust communication skills and people management abilities to enhance customer satisfaction and drive continuous improvement processes within our operations.
**Key Responsibilities:**
- Assist customers with inquiries related to Celcom's products and services via various communication channels including phone, email, and chat.
- Diagnose and resolve technical issues and customer complaints effectively and efficiently, ensuring customer satisfaction.
- Maintain a thorough understanding of Celcom's offerings, policies, and support procedures to provide accurate and timely information to customers.
- Collaborate with internal teams, including technical support and product development, to escalate issues and provide feedback on customer experience.
- Document all interactions with customers in the system, ensuring all information is accurate, detailed, and up-to-date.
- Conduct follow-ups with customers to ensure their issues have been resolved to their satisfaction and gather feedback for continuous improvement.
- Participate in training sessions and workshops to enhance skills and knowledge relevant to your role.
- Contribute to the development and enhancement of support materials, including FAQs and troubleshooting guides.
- Assist in creating and maintaining a positive environment that encourages team collaboration and open communication.
**Requirements:**
- Minimum 4 years of experience in a similar support role, preferably in the telecommunications industry.
- Proficiency in both English and Malay; additional languages are a plus.
- Strong technical aptitude and problem-solving skills; ability to learn new technologies quickly.
- Driven, independent person who can manage tasks autonomously and take initiative when required.
- Exceptional communication skills, both verbal and written, with a friendly and professional demeanor.
- Demonstrated people management skills with the ability to build rapport with diverse customers and work effectively within a team.
- Ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment.
- Proficient in the use of customer support software, CRM systems, and Microsoft Office Suite.
**Benefits:**
- Paid sick leave to support your health and well-being.
- Employee discounts on our products and services.
- Comprehensive medical coverage for eligible employees.
**Working Environment:**
At Celcom Axiata Berhad, we promote a diverse and inclusive culture that values every individual. We believe that diverse teams deliver innovative solutions and cater effectively to our customers' varying needs. Come and be part of a collaborative environment where your ideas and opinions are valued.
**Application Deadline:**
Please submit your application by **September 19, 2024**.
**Equal Opportunity Statement:**
Celcom Axiata 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
