**Job Title:** Chat Support Associate
**Company:** Kossan Rubber Industries Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
**Job Description:**
Kossan Rubber Industries Berhad is seeking a passionate and dedicated Chat Support Associate to join our dynamic team in George Town, Penang. This role is pivotal in enhancing our customer support experience by providing efficient, knowledgeable, and friendly service through various chat platforms. As a part-time Chat Support Associate, you will thrive in an energetic and rapidly evolving work setting, playing a crucial role in customer satisfaction and retention.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers through live chat to answer inquiries, provide product information, troubleshoot issues, and guide them through the purchasing process.
- **Problem Resolution:** Analyze customer issues and concerns, responding with clear and effective solutions. Escalate complex issues to senior staff as necessary.
- **Product Knowledge:** Maintain an in-depth understanding of Kossan's products and services to provide accurate information and recommendations to customers.
- **Documentation:** Accurately log customer interactions and feedback in the customer relationship management system for future reference and continuous improvement.
- **Team Collaboration:** Work closely with team members to share insights, strategies, and experiences that enhance the quality of customer support. Participate in team meetings and provide input on process improvements.
- **Performance Tracking:** Meet and exceed individual and team performance metrics, including response times, customer satisfaction scores, and issue resolution rates.
- **Training and Development:** Stay updated on product changes, company policies, and new tools. Participate in ongoing training opportunities to enhance customer service skills and product knowledge.
- **Proactive Communication:** Identify opportunities for proactive communication with customers based on their activity, ensuring satisfaction and potential needs are met before they reach out for support.
**Requirements:**
- **Experience:** Minimum of 2 years of experience in a customer service or chat support role, preferably in a fast-paced environment.
- **Education:** High school diploma or equivalent; further education or certifications in customer service or related fields is a plus.
- **Independent Work:** Ability to work independently and manage time effectively in a part-time capacity, ensuring all tasks and responsibilities are completed in a timely manner.
- **Personality Traits:**
- **Passionate:** A genuine interest in providing exceptional customer service and going the extra mile for customers.
- **Independent:** Demonstrated ability to work autonomously and make informed decisions without constant supervision.
- **Soft Skills:**
- **Teamwork:** Ability to collaborate effectively with colleagues and contribute to a positive team environment.
- **Analytical Skills:** Strong analytical abilities to assess customer needs and provide tailored solutions.
- **Technical Proficiency:** Familiarity with chat support software and basic computer skills; adaptability to new technology platforms is essential.
- **Availability:** Flexibility to work part-time hours, including evenings and weekends as needed.
**Benefits:**
- Life insurance coverage.
- Free accommodation provided to eligible employees.
- Paid overtime for any hours worked beyond regular part-time commitments.
**Working Environment:**
At Kossan Rubber Industries Berhad, you will thrive in an energetic and rapidly evolving work setting, where collaboration and continuous improvement are at the heart of our operations. We value creativity and encourage our team members to contribute ideas that enhance our service and product offerings.
**Application Deadline:** September 21, 2024
**Equal Opportunity Statement:**
Kossan Rubber Industries 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. We look forward to welcoming a variety of perspectives to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
