**Job Title: Chat Support Associate**
**Company:** Celcom Axiata Berhad
**Location:** Johor Bahru, Johor, Malaysia
**Job Type:** Full-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Application Deadline:** October 29, 2024
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**Company Overview:**
Celcom Axiata Berhad, a leading telecommunications provider in Malaysia, is dedicated to enhancing customer experience through innovative solutions and exceptional service delivery. We foster a collaborative and respectful workplace where our team is empowered to achieve their best whilst delivering outstanding support to our valued customers.
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**Position Overview:**
We are seeking a dedicated and talented **Chat Support Associate** to join our customer service team in Johor Bahru. As a front-line representative, you will engage directly with our customers, providing assistance and resolving inquiries through our chat support platform. The ideal candidate will be confident and adaptable, capable of managing a variety of situations while delivering excellent service.
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**Key Responsibilities:**
1. **Customer Interaction:**
- Respond to customer inquiries via chat in a professional, courteous, and timely manner.
- Address issues or concerns raised by customers effectively, ensuring customer satisfaction and retention.
- Maintain a friendly and calm demeanor, even in challenging situations, to foster a positive customer experience.
2. **Issue Resolution:**
- Diagnose and resolve customer issues with products, services, and account inquiries to provide thorough and accurate solutions.
- Escalate complex issues to appropriate departments while ensuring the customer feels supported throughout the process.
- Document customer interactions and outcomes accurately in the customer relationship management (CRM) system.
3. **Product Knowledge:**
- Stay up-to-date with product offerings, services, and promotional campaigns to provide accurate information.
- Contribute to the continuous improvement of knowledge base articles and resources used by the support team.
4. **Team Collaboration:**
- Collaborate with team members to share knowledge and best practices to enhance team efficiency and performance.
- Participate in regular team meetings and training sessions to improve skills and knowledge bases.
5. **Performance Tracking:**
- Track and analyze chat metrics and performance indicators to identify trends and areas for improvement.
- Contribute to the development of strategies to enhance service delivery and customer satisfaction rates.
6. **Time Management:**
- Effectively manage time to handle a high volume of requests while adhering to service level agreements (SLAs).
- Prioritize tasks intelligently to ensure efficient and effective service to customers.
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**Requirements:**
- **Education & Experience:**
- Minimum of 3 years of experience in customer service or chat support roles.
- Relevant qualifications in communications, business, or a related field is a plus.
- **Technical Skills:**
- Proficient in using customer support software, chat applications, and CRM systems.
- Familiarity with telecommunications products and services is highly desirable.
- **Personality Traits:**
- **Confident:** Ability to interact positively with customers and manage conversations effectively.
- **Adaptable:** Able to thrive in a fast-paced environment and adjust to changing demands and situations.
- **Soft Skills:**
- **Communication:** Excellent verbal communication skills with the ability to convey information clearly and concisely.
- **Time Management:** Strong organizational skills and ability to multitask effectively.
- **Additional Skills:**
- Problem-solving ability with a customer-first mentality.
- Strong attention to detail and commitment to accuracy.
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**Benefits:**
- Paid sick leave
- Travel opportunities for training and business development
- Paid Time Off (PTO) for vacation and personal time
- Dynamic and supportive working environment that emphasizes collaboration
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**Working Environment:**
At Celcom Axiata, we strive for a harmonious workplace where collaboration and respect are paramount. Our inclusive culture encourages employees to share their diverse perspectives and work together to achieve collective goals.
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**Equal Opportunity Statement:**
Celcom Axiata Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you are passionate about customer service and believe you have the qualifications and skills to excel as a Chat Support Associate, we encourage you to apply by submitting your resume and cover letter by October 29, 2024. Join us in our mission to provide exceptional service to our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.