Customer Support Specialist

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia JustLogin Full time

JustLogin WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Customer Support Specialist

Job Description

We are looking for an experienced, service-oriented, eager-to-grow individual who ensures customer satisfaction is always the number 1 priority by resolving customer's technical/business queries promptly and effectively. You should be enthusiastic, customer-oriented, and endeavor to create memorable, unique, one-of-a-kind customer journeys with JustLogin. Excellent customer relationship management skills are preferred, along with prior experience in SaaS Support. Possession of HR knowledge/understanding of processes (across Southeast Asia) and an understanding of SaaS/Cloud-based solutions will be an advantage.

Job Duties

Customer Support:

  • Manage customer's expectations promptly.
  • Respond to customer inquiries via phone, email, and chat, providing timely and accurate solutions.
  • Troubleshoot and resolve technical issues related to our HRMS software.
  • Perform regular cross-department internal follow-ups to achieve an excellent overall resolution rate.

Feedback and Insights:

  • Gather customer feedback to identify areas for improvement and relay this information to relevant teams.
  • Collaborate with product and development teams to enhance user experience based on customer input.

Documentation and Reporting:

  • Maintain detailed records of customer interactions and support issues in our CRM system.
  • Prepare reports on common inquiries, support trends, and customer satisfaction.

Relationship Building:

  • Foster strong relationships with customers to understand their needs and enhance loyalty.
  • Act as a customer advocate within the company, ensuring their voices are heard.

Job Requirements

  • Diploma/Degree preferably in computer science, software engineering, or any IT-related course.
  • 1-2 years' experience working in customer support or customer success, technical support, client onboarding, professional services, preferably in the SaaS or HRMS industry.
  • Active listening and excellent soft skills.
  • Familiarity with CRM software and customer support tools.
  • Experience with Salesforce.com / Zendesk / Microsoft Teams / Zoom will be an advantage.
  • Proficiency in multi-tasking and good time management.
  • Strong communication and interpersonal skills, with a focus on customer service.
  • Problem-solving abilities and a proactive approach to addressing customer needs.
  • Ability to work independently and collaboratively in a fast-paced environment.
Seniority level

Associate

Employment type

Full-time

Job function

Customer Service, Product Management, and Quality Assurance

Industries

Software Development

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