**Job Title: Chat Support Associate**
**Company: Astro Malaysia Holdings Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 4**
**Application Deadline: ******** **
**Company Overview:**
Astro Malaysia Holdings Berhad is a leading telecommunications and media company in Malaysia, committed to enhancing the lives of our customers through innovative solutions and exceptional customer service. Our diverse portfolio encompasses television, radio, digital platforms, and telecommunications services that engage and connect individuals in today's fast-paced environment. As we continue to grow, we are looking for passionate individuals to join our dynamic team in Johor Bahru as Chat Support Associates.
**Position Overview:**
As a Chat Support Associate, you will be the first point of contact for our customers via chat support. Your primary responsibility will be to assist customers with inquiries, resolve issues, and ensure an overall positive experience. The ideal candidate will possess a strong ability to communicate effectively, display empathy, and demonstrate resilience within a fast-paced environment. This is a part-time role that requires adaptability and cooperation, fostering a harmonious workplace for both our team and customers.
**Key Responsibilities:**
- Provide exceptional chat support to customers, ensuring timely and accurate responses to inquiries regarding products, services, and account-related issues.
- Maintain a high level of professionalism and empathy when interacting with customers, actively listening and responding to their needs.
- Identify customer concerns and collaborate with relevant departments to resolve issues efficiently.
- Use various software tools to manage customer interactions and ensure accurate documentation of inquiries and resolutions.
- Contribute to the creation and improvement of support documentation, FAQs, and knowledge bases to enhance customer self-service options.
- Proactively identify areas for improvement in customer interactions and suggest innovative solutions to enhance the overall customer experience.
- Participate in team meetings and brainstorming sessions to share best practices and strategies for enhancing customer engagement and satisfaction.
- Adhere to established service level agreements (SLAs) to ensure timely communications and resolutions.
- Stay updated on company products, services, and policies to provide accurate information to customers.
- Assist in training new associates by sharing knowledge and best practices, fostering a collaborative learning environment.
**Requirements:**
- Minimum of 4 years of experience in customer service or support, preferably in a chat support capacity.
- Strong verbal and written communication skills in both English and Malay (additional languages are a plus).
- Demonstrated ability to adapt to changing circumstances and handle multiple tasks in a fast-paced environment.
- Passionate about delivering high-quality customer service and dedicated to ensuring customer satisfaction.
- Excellent emotional intelligence and the ability to exhibit empathy, patience, and understanding when interacting with customers.
- Strong cooperation skills, with a focus on working collaboratively with cross-functional teams.
- Proficient in using chat support software and CRM systems, along with standard office applications.
- Strong problem-solving skills and the ability to think critically under pressure.
- Flexibility to work part-time hours, including evenings and weekends as needed.
**Benefits:**
- Paid Time Off (PTO) to enhance work-life balance.
- Profit sharing to recognize and reward your contributions to the company's success.
- Joining Bonus for new team members that successfully complete the onboarding process.
**Working Environment:**
At Astro Malaysia Holdings Berhad, we strive for a harmonious workplace where collaboration and respect prevail. Our team members are encouraged to express their ideas, work together, and cultivate a supportive environment to promote individual and collective success.
**Equal Opportunity Statement:**
Astro Malaysia Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals regardless of race, gender, disability, sexual orientation, or any other characteristic protected by law.
Interested candidates are invited to apply by the deadline of ******** . Join us in making an impact while being part of a supportive and dynamic team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.