**Job Title: Chat Support Assistant**
**Company: Malaysia Airlines Berhad**
**Location: George Town, Penang, MY**
**Job Type: Full-time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Application Deadline: October 4, 2024**
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### **Job Description**
As a pivotal member of our Customer Support Team at Malaysia Airlines Berhad, the Chat Support Assistant will be responsible for delivering outstanding customer service through our chat platform. This role demands a confident and resourceful individual with the skills and experience to handle customer inquiries efficiently and to collaborate effectively with team members.
#### **Key Responsibilities:**
- **Customer Interaction**: Engage with customers in real-time via our chat support system to provide assistance, answer inquiries, and resolve issues promptly.
- **Problem Solving**: Identify customer needs and utilize resources to provide tailored solutions while demonstrating exceptional problem-solving skills.
- **Service Quality**: Maintain high-quality service standards by following company guidelines and protocols in all customer interactions, aiming for first-contact resolution whenever possible.
- **Documentation**: Accurately record customer feedback, interactions, and issues in our CRM system to ensure effective follow-up and reporting.
- **Collaboration**: Build strong relationships with colleagues to create a supportive work environment and share valuable insights for enhancing customer satisfaction.
- **Compliance**: Adhere to company policies and procedures, regulatory requirements, and industry standards.
- **Training and Support**: Assist in the onboarding and training of new team members by sharing knowledge and best practices to ensure team efficiency and success.
- **Continuous Improvement**: Actively participate in team meetings and training sessions, providing feedback and suggestions for process improvement and enhanced customer service strategies.
- **Escalations**: Recognize opportunities for escalation in complex issues and work with relevant departments to ensure timely resolutions and customer follow-ups.
- **Product Knowledge**: Maintain an in-depth understanding of Malaysia Airlines' products, services, and company policies to effectively assist and guide customers.
#### **Qualifications:**
- **Education**: Bachelor's degree or equivalent experience in customer service, communications, or a related field.
- **Experience**: Minimum of 3 years of experience in chat support or customer service, preferably within the airline or hospitality industry.
- **Technical Skills**: Proficient in using customer service software, chat platforms, and CRM systems. Familiarity with general office software is a plus.
- **Communication Skills**: Excellent written and verbal communication skills in English. Proficiency in Malay or other languages is an advantage.
- **Interpersonal Skills**: Strong ability to build rapport and connect with a diverse clientele while demonstrating professionalism and empathy.
#### **Personality Traits:**
- **Confident**: Exhibit a confident demeanor in communication and decision-making processes.
- **Resourceful**: Ability to manage time effectively and navigate challenges with agility, using creativity to resolve customer issues.
#### **Soft Skills:**
- **Leadership**: Take the initiative in improving team dynamics, guiding newcomers, and leading by example.
- **Negotiation**: Skilled in negotiation techniques to resolve conflicts or dissatisfaction while ensuring a positive customer experience.
### **Benefits:**
- Vision insurance
- Parental leave
- Paid sick leave
### **Working Environment:**
At Malaysia Airlines Berhad, we believe in fostering a collaborative atmosphere where employees build strong relationships with colleagues, clients, and partners. We support professional growth and encourage a culture of respect and inclusivity. Our team values open communication and strives to create an engaging workplace that inspires creativity and teamwork.
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### **Equal Opportunity Statement:**
Malaysia Airlines Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.
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If you are a proactive and dedicated professional who meets the qualifications outlined above, we invite you to apply for the Chat Support Assistant position by submitting your resume and a cover letter. Join us in providing exceptional service to our valued customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
