Informa Group Plc. Hiring! Full Time Customer Support Specialist in Pulau Pinang - Ricebowl

This role is based in our Menara Skymind office. 

We are looking for a motivated and customer-focused Customer Support Specialist to join our newly established Customer Support team. In this role, you will be the first point of contact for our clients, providing timely, effective, and empathetic assistance to resolve their inquiries and issues. You will play a crucial role in delivering an exceptional customer experience and building strong relationships with our clients. 

This is an excellent opportunity for someone who is passionate about helping customers, thrives in a collaborative environment, and is eager to grow their career in customer support. You will work closely with the Customer Success team and other departments to ensure our clients receive seamless support across all touchpoints. 

Key Responsibilities: 

Customer Support Delivery 

• Respond to inbound customer inquiries via email and other communication channels in a timely and professional manner. 
• Troubleshoot and resolve customer issues efficiently, ensuring high levels of customer satisfaction. 
• Provide accurate information about products, services, and account-related questions. 
• Document all customer interactions, issues, and resolutions accurately in the customer support system. 

Problem-Solving and Escalation 

• Identify and assess customer needs to provide appropriate solutions or alternatives. 
• Escalate complex or high-priority issues to the Customer Support Manager or relevant teams when necessary. 
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome. 

Knowledge and Continuous Improvement 

• Utilize and contribute to the knowledge base and internal resources to resolve customer issues quickly and accurately. 
• Stay up-to-date on product features, updates, and company policies to provide informed support. 
• Provide feedback to the Customer Support Manager on recurring customer issues, trends, and opportunities for improvement. 

Collaboration and Teamwork 

• Work collaboratively with team members to share knowledge, best practices, and support each other in delivering excellent customer service. 
• Partner with the Customer Success team to ensure a seamless customer experience and share insights on customer needs and challenges. 
• Participate in team meetings, training sessions, and initiatives to continuously improve support processes and service quality. 

Performance and Quality 

• Meet or exceed performance metrics, including response times, resolution rates, and customer satisfaction scores. 
• Maintain a positive and professional attitude in all customer interactions, even in challenging situations. 
• Adhere to company policies, procedures, and service level agreements (SLAs). 

Shift Information

• This role requires comfort working 4:00 p.m.–1:00 a.m. MYT. Hours may shift based on regional coverage needs.

Experience 

• 3-5 years of experience in customer support, customer service, client services, or a similar customer-facing role. 
• Experience in a B2B or SaaS environment is a plus. 
• Familiarity with customer support tools and platforms (e.g., Live chat, Salesforce Service Cloud, Intercom, Zendesk) is desirable. 

Skills and Competencies 

• Customer-focused mindset: Passionate about helping customers and delivering exceptional service. 
• Excellent communication skills: Strong written and verbal communication skills in English; additional languages are a plus. 
• Problem-solving abilities: Ability to think critically, troubleshoot issues, and provide effective solutions. 
• Attention to detail: Accurate and thorough in documenting customer interactions and following processes. 
• Adaptability: Comfortable working in a fast-paced, dynamic environment and managing multiple priorities. 
• Team player: Collaborative, positive, and willing to support team goals and initiatives. 
• Technical aptitude: Comfortable learning and using new software, tools, and systems. 

Personal Attributes 

• Empathetic and patient, with the ability to remain calm and professional under pressure. 
• Proactive and self-motivated, with a strong sense of ownership and accountability. 
• Eager to learn and grow, with a commitment to continuous improvement. 
• Flexible and open to working rotating shifts to provide extended customer support coverage.