**Job Description: Chat Support Associate**
**Company:** SIRIM Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**About SIRIM Berhad:**
At SIRIM Berhad, we are dedicated to advancing standards and technology in Malaysia. Our commitment to excellence fosters innovation and drives our passion for quality across industries. We are currently seeking a talented Chat Support Associate to join our dynamic team in Johor Bahru.
**Position Overview:**
As a Chat Support Associate, you will be the first point of contact for our clients and customers, providing exceptional support through various chat channels. In this role, you will address inquiries, resolve issues, and ensure a seamless customer experience while adhering to the company's ethical standards. Your ability to communicate clearly and empathetically will be crucial in maintaining client satisfaction and loyalty.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers via live chat to address inquiries, assist with product information, provide troubleshooting, and resolve issues efficiently.
- **Issue Resolution:** Quickly identify customer concerns and provide effective solutions or escalate issues to appropriate departments when necessary.
- **Knowledge Management:** Maintain and update a comprehensive knowledge base consisting of FAQs and support documentation to ensure timely access to accurate information.
- **Feedback Collection:** Gather customer feedback and insights post-interaction to contribute to product and service improvements.
- **Performance Tracking:** Monitor chat metrics and maintain quality assurance standards by adhering to response time and customer satisfaction benchmarks.
- **Collaboration:** Work alongside various teams, including customer service, sales, and marketing, to ensure a cohesive approach to customer support and query resolution.
- **Continuous Learning:** Engage in ongoing training and development opportunities to stay updated with company products, services, and best practices in customer service.
- **Adherence to Policies:** Uphold the highest standards of ethical conduct and integrity in all customer interactions.
**Requirements:**
- **Experience:** Minimum of 4 years of experience in a customer service or support role, preferably in a chat support environment.
- **Education:** High school diploma or equivalent; further education in a relevant field is an advantage.
- **Communication Skills:** Excellent written communication skills in English; proficiency in Malay or other languages is a plus.
- **Technical Proficiency:** Comfortable using chat support tools, customer relationship management (CRM) software, and general computer applications.
- **Creative Problem Solving:** Ability to think creatively and approach customer issues from different perspectives to provide effective solutions.
- **Time Management:** Strong time management skills to handle several chat interactions simultaneously while maintaining high quality.
- **Personality Traits:** Hardworking and passionate about customer service, demonstrating a proactive approach to assisting customers and supporting team goals.
**Benefits:**
- **Disability Insurance:** Comprehensive plans to ensure worker health and safety.
- **Visa Sponsorship:** Opportunities for foreign candidates to facilitate legal employment in Malaysia.
- **Employee Discounts:** Enjoy exclusive discounts on products and services offered by SIRIM and its partners.
**Working Environment:**
SIRIM Berhad fosters a positive working environment characterized by teamwork, integrity, and ethical conduct. We believe in empowering our employees and creating a culture of mutual respect and collaboration.
**Application Deadline:**
Please submit your application by **October 14, 2024.**
**Equal Opportunity Statement:**
SIRIM Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, ethnicity, gender, age, religion, sexual orientation, disability, or any other legally protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
