Customer Support Executive

Industry: Education

Salary: RM 3500-4500

Overview:

To maintain and develop relationships with and deliver operational support to both current and new customers. To provide operational solutions/resolutions and training to our customers.

Job purpose:

To be responsible for efficient customer service and support of Accredited Partner Centres

Key responsibilities:

· Establish and maintain strong customer relationships

· Pro-actively enhance service delivery

· Be responsible for the upkeep of customer records

· Provide customers with access to online systems

· Responsible for providing first class administrative customer support

· Proactively communicate with all customers prior to published activity dates

· Communicate information internally and externally and coordinate responses

· Provide support in all operational aspects of the assessment lifecycle

· Co-ordinate results release process including all associated tasks

· Review and enhance Customer Service Processes

· Ensure customer adherence to published support service standards

· Provide account management for customer including account reconciliation, payment queries and collection of outstanding fees

· Actively maintain an in-depth knowledge of products and services

· Plan and deliver operational training to centres

· Conduct department inductions for new starters globally

· Process compliments and complaints in accordance with company policy

· Prepare for and attend relevant meetings

· Responsible for regular content reviews and maintenance of online registration platform

· Managing Certificate Services processes and procedures

· Monitoring department stock levels

· Actively support business growth with a focus on new business and sales by cooperating with all departments and partners

The above is not an exhaustive list of duties as the role may change to meet the overall objectives of the department.

Competencies:

· Self-motivated & enthusiastic (essential)

· Achieving results (essential)

· Managing Self and Personal Skills (essential)

· Delivering excellent service (essential)

· Finding innovative solutions (essential)

· Embracing change (essential)

· Using resources (essential)

· Providing direction (essential)

· Developing self and others (essential)

· Working with people (essential)

Skills knowledge and experience:

Skills

· Effective oral, written and communication skills (essential)

· Excellent interpersonal communication skills (essential)

· Organisational and prioritisation skills (essential)

· Working knowledge of Microsoft Office (Excel, Word and PowerPoint)

Qualifications

· A level or equivalent (essential)