Synorex Sdn Bhd

Customer Service (Remote)

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Job Description

Salary: RM2,000

Responsibilities

  • Customer Support: Provide timely and effective customer support to users of the SaaS product, addressing inquiries, troubleshooting issues, and resolving problems via phone, email, or chat.
  • Technical Assistance: Assist customers with technical questions and concerns related to the SaaS platform, including account setup, configuration, and usage guidance.
  • Issue Resolution: Diagnose and resolve customer issues, escalating complex problems to appropriate internal teams for further investigation and resolution.
  • Product Knowledge: Develop a comprehensive understanding of the SaaS product and its features to effectively assist customers and provide accurate information.
  • Documentation: Maintain detailed records of customer interactions, including inquiries, support requests, and resolutions, using CRM or ticketing systems.
  • Training and Onboarding: Provide guidance and assistance to new users during the onboarding process, helping them navigate the platform and maximize its value for their needs.
  • Feedback Collection: Gather feedback from customers regarding their experiences with the SaaS product, identifying areas for improvement and sharing insights with relevant teams.
  • Customer Advocacy: Serve as a customer advocate within the organization, advocating for customer needs and preferences to ensure their voice is heard in product development and improvement efforts.
  • Continuous Learning: Stay updated on product updates, new features, and industry trends to maintain expertise and provide informed support to customers.
  • Collaboration: Collaborate with cross-functional teams such as technical support, product development, and sales to address customer issues, communicate feedback, and contribute to overall customer success initiatives.
  • Remote Work Management: Manage remote work responsibilities effectively, ensuring consistent availability, responsiveness, and productivity while adhering to company policies and procedures.

Requirements

  • Customer Service Experience: Previous experience in customer service roles, preferably with exposure to SaaS products or technology-related services.
  • Remote Position: Comfort and capability to work remotely, managing customer inquiries and support requests from a home office or other remote location.
  • Laptop: Access to a personal laptop or computer with reliable internet connection for remote work and customer interactions.
  • Basic Computer Knowledge: Fundamental understanding of computer systems, web applications, and software tools to effectively navigate and troubleshoot customer issues.
  • Communication Skills: Strong verbal and written communication skills to interact with customers via phone, email, and chat, providing timely and helpful responses to inquiries and support requests.
  • Problem-Solving Abilities: Ability to diagnose and resolve customer issues, escalating complex problems to appropriate channels when necessary.
  • Adaptability: Flexibility to adapt to changing customer needs, product features, and company policies in a dynamic remote work environment.
  • Customer Focus: Dedication to providing exceptional customer service, understanding customer needs, and striving to exceed their expectations.
  • Team Collaboration: Willingness to collaborate with internal teams such as technical support, product development, and sales to address customer concerns and improve overall customer experience.
  • Time Management: Effective time management skills to prioritize tasks, manage workload efficiently, and meet service level agreements (SLAs) for response and resolution times.

Job Summary

wave-1-bottom
synorex.group/ Website
Remote Location
Full Time Job Type
Synorex Sdn Bhd

Contacts

Remote Email: hr@synorex.group Phone: +60182789115

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