Customer Success/it Support Intern

1 week ago

Bangi, Malaysia Authentic Venture Sdn Bhd Full time

**JOB SPECIFICATION**

**JOB TITLE **Customer Success Intern

**AREA / PROFESSIONAL**
Customer Success

**DISCIPLINE**

**DEPARTMENT **Customer Success Department

**REPORTING TO **Customer Success Manager

Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.

**JOB DESCRIPTION**
Ensures all customers are successfully using the product or service they’ve purchased from our company.

**JOB RESPONSIBILITY **a. Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and

satisfaction. b. Ensures all customers are successfully using the product or service they’ve purchased from the company. c. Provide technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries. d. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. e. Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. f. Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager. g. Ability to provide training, coaching and consultancy when required. h. Provide continuous engagement with existing clients including announcing system updates, wishing well wishes and more. i. Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. j. Identify improvements to be made either within the system or in the training/engagement/support materials to increase customer satisfaction and retention. k. Support other team members either from same department and other departments when needed. l. Any other tasks as per instructed.

**EDUCATION, Education Background**

**CERTIFICATION AND **Minimum Diploma

**EXPERIENCE**
**Years of Experience**

No experience required

**SKILLS/COMPETENCIES ** a. Thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities. b. Technical aptitude and the ability to understand and explain complex concepts in simple terms. c. Great interpersonal and relationship-building skills. d. Customer service experience and a customer-centric attitude. e. Excellent interpersonal, communication (verbal and written) and collaboration skills. f. Strong problem-solving and creative skills. g. An ability to work and stay calm under pressure and keep to deadlines. h. Good computer literacy and ability to understand, use and demo systems. i. Writing skills including for communications, preparation of SOP, etc. j. Presentation skills including preparation and delivering presentations. k. Must be detailed oriented and an active listener. l. Teamwork and leadership skills. m. Multitasking and Organization Skills. n. Good in negotiation skills. o. Good learning skills and able to learn new things such as new systems, services, etc. p. Microsoft Office (Word, Excel, PowerPoint, etc.)

**KEY PERFORMANCE**
**INDICATOR **a. Respond to all enquiries within 24 hours. b. Maintain and/or increase the customer retention rate. c. Reduce the support ticket, call and chat. d. Submit training report after training finished. e. Submit support report every month.

**Job Type**: Internship
Contract length: 6 months

**Salary**: RM600.00 per month

Schedule:

- Monday to Friday

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