**Job Title:** Chat Support Associate - Remote Work
**Company:** Fraser & Neave Holdings Bhd
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
Fraser & Neave Holdings Bhd is seeking a dedicated and resourceful Chat Support Associate to join our dynamic remote support team. The ideal candidate will possess a passion for customer service and be eager to engage with our diverse clientele. This part-time position is an excellent opportunity for individuals looking to contribute to a forward-thinking company that values curiosity, adaptability, and innovation.
**Key Responsibilities:**
1. **Customer Interaction:**
- Provide real-time assistance via chat to customers regarding inquiries, product information, and issue resolution.
- Communicate clearly and effectively, ensuring a welcoming and helpful demeanor in all interactions.
- Empathize with customer concerns and work toward prompt and satisfactory resolutions.
2. **Problem-Solving:**
- Analyze customer inquiries and problems to understand root causes.
- Offer solutions while identifying areas for improvement in the customer experience.
- Utilize available tools and resources to troubleshoot and resolve issues efficiently.
3. **Documentation and Feedback:**
- Document all customer interactions accurately within the CRM system.
- Provide input on customer feedback and trends to enhance service delivery.
- Collaborate with cross-functional teams to relay common customer issues and suggest improvements.
4. **Knowledge Base Management:**
- Maintain up-to-date knowledge of products, services, and company policies.
- Contribute to the development and improvement of the knowledge base for both customers and team members.
5. **Performance Metrics:**
- Meet or exceed KPIs for response times, resolution times, and customer satisfaction ratings.
- Participate in team meetings and continuous improvement initiatives to share insights and strategies for performance enhancement.
6. **Flexibility and Adaptation:**
- Adjust to changes in workflows, procedures, and product information.
- Stay current with new product launches and technological advancements to effectively support customers.
**Requirements:**
- **Experience:**
- Minimum of 4 years in a customer support role, preferably in chat support or a front-facing service industry.
- Proven experience in effectively managing customer relations and solving complex customer issues.
- **Educational Background:**
- Bachelor's degree in Business Administration, Communications, or related field (preferred).
- **Skills:**
- Strong presentation and analysis skills, capable of conveying information succinctly and accurately.
- Proficiency in using chat support software, CRM tools, and various digital communication platforms.
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- **Personality Traits:**
- Resourceful and adaptable, with a strong ability to think on your feet and develop creative solutions in challenging situations.
- A curious mindset that seeks to understand customer needs thoroughly and is driven to create a positive customer experience.
- **Availability:**
- Must be available to work flexible hours, including evenings and weekends, as needed.
**Benefits:**
- Joining Bonus
- Profit Sharing
- Disability Insurance
- A collaborative working environment that encourages curiosity and fosters growth.
**How to Apply:**
Please submit your resume and a cover letter detailing your experience and why you would be a great fit for the Chat Support Associate position at Fraser & Neave Holdings Bhd by the application deadline of October 21, 2024.
**Equal Opportunity Statement:**
Fraser & Neave Holdings Bhd 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, age, sexual orientation, disability, or any other characteristic.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
