**Job Title: Chat Support Assistant**
**Company: Tenaga Nasional Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 4**
**Deadline to Apply: ******** **
### Job Description:
Tenaga Nasional Berhad, Malaysia's largest electric utility company, is seeking a dedicated and skilled **Chat Support Assistant** to join our team in George Town, Penang. This part-time position requires a resilient and adaptable individual who can manage multiple tasks effectively while providing exceptional customer support through chat platforms. The ideal candidate will possess at least four years of relevant experience and demonstrate excellent soft skills, including project management and planning.
### Key Responsibilities:
1. **Customer Engagement:**
- Respond to customer inquiries through chat platforms in a timely and professional manner.
- Provide information on our products, services, and company policies, ensuring clarity and satisfaction for the customer.
- Identify customer needs and offer solutions or alternatives to enhance their experience.
2. **Issue Resolution:**
- Handle and resolve complaints and issues raised by customers with empathy and efficiency.
- Escalate complex issues to appropriate departments while ensuring that the customer remains informed throughout the process.
- Collaborate with other team members to enhance service delivery and customer satisfaction.
3. **Quality Assurance:**
- Ensure that all interactions meet quality standards and compliance requirements established by the company.
- Participate in regular training sessions to stay updated on product knowledge, services, and customer service protocols.
- Provide feedback to management regarding common customer issues and suggestions for improvements in service delivery.
4. **Project Management & Reporting:**
- Assist in project planning and execution related to chat support initiatives.
- Maintain accurate records of customer interactions and transactions.
- Prepare and present reports on customer service metrics, trends, and areas for improvement to the management team.
5. **Team Collaboration:**
- Work closely with other support teams to ensure a seamless customer experience across all platforms.
- Assist in facilitating team meetings and training sessions for new team members.
- Share knowledge and best practices with colleagues to foster a supportive work environment.
### Requirements:
- **Education:**
- Bachelor's degree in Business Administration, Communication, or a related field (preferred).
- **Experience:**
- Minimum 4 years of experience in customer service, preferably in a chat support role.
- Proven track record of meeting and exceeding performance metrics in a customer service environment.
- **Personality Traits:**
- **Resilient:** Ability to perform under pressure, handle stressful situations, and withstand customer challenges.
- **Adaptable:** Flexible in managing shifting priorities and changing customer needs.
- **Soft Skills:**
- Strong project management skills with the ability to plan, initiate, and execute projects effectively.
- Excellent planning skills to streamline workflows and optimize service delivery.
- **Technical Skills:**
- Proficient in using chat support software and customer relationship management (CRM) tools.
- Basic understanding of electrical utility services and related products is an advantage.
### Benefits:
- Free accommodation provided to eligible employees.
- Paid overtime for hours worked beyond the regular schedule.
- Travel & spending expenses covered as per company policy.
### Working Environment:
At Tenaga Nasional Berhad, we prioritize quality in all aspects of our work, products, and services. We strive to create a work culture that fosters excellence, collaboration, and an unwavering commitment to our customers.
### Equal Opportunity Statement:
Tenaga Nasional Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, national origin, or any other characteristic protected by law.
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If you meet the qualifications outlined above and are excited about the opportunity to contribute to our customer success, we encourage you to apply by the deadline of September 24, 2024. We look forward to finding the next valuable member of our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
