**Job Title:** Chat Support Officer
**Company:** QSR Brands
**Location:** Johor Bahru, Johor, MY
**Job Type:** Full-time
**Seniority Level:** Associate Level
**Years of Experience:** 2
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**Job Description:**
QSR Brands, a key player in the fast-food industry, is seeking an energetic and reliable Chat Support Officer to join our dynamic team in Johor Bahru. In this full-time role, you will be responsible for providing outstanding chat support to our clients, ensuring their questions and concerns are addressed promptly and effectively. Your contribution will play a vital role in enriching the customer experience and reinforcing our brand's commitment to quality service.
### **Key Responsibilities:**
- **Customer Support:** Handle customer inquiries and support requests through chat platforms, ensuring timely and accurate responses that enhance customer satisfaction.
- **Problem-solving:** Identify and resolve customer issues efficiently. Utilize sound decision-making skills to suggest appropriate solutions in real-time while maintaining composure under pressure.
- **Product Knowledge:** Maintain comprehensive knowledge of QSR Brands' products, services, promotions, and company policies to provide informed assistance to customers.
- **Documentation:** Accurately document customer interactions, issues encountered, and solutions provided in the customer relationship management (CRM) system to ensure continuity of service and reporting.
- **Feedback collection:** Gather customer feedback and relay insights to management for continuous improvement of services and customer experience.
- **Team Collaboration:** Work closely with the customer support and management teams to escalate issues that require advanced intervention and collaborate on improving customer service processes.
- **Training Assistance:** Support the onboarding and training process for new team members by sharing best practices and knowledge about the chat support system and customer engagement strategies.
- **Community Engagement:** Participate in corporate social responsibility initiatives organized by QSR Brands to give back to the community, promoting a positive brand image while enhancing team spirit.
### **Requirements:**
#### **Experience:**
- Minimum of 2 years of experience in customer support or related fields, preferably in a fast-paced environment.
#### **Skills:**
- **Soft Skills:**
- Excellent verbal and written communication skills, capable of engaging effectively with diverse customers.
- Strong decision-making skills to navigate customer inquiries swiftly and efficiently.
- **Technical Skills:**
- Proficient with customer support chat software and CRM systems. Familiarity with ticketing systems is a plus.
- Basic technical skills to troubleshoot common issues related to our products or services.
#### **Personality Traits:**
- Energetic and outgoing, fostering positive interactions with customers and teammates.
- Reliable with a strong sense of responsibility, ensuring adherence to team goals and deadlines.
### **Benefits:**
- Competitive salary with opportunities for career advancement.
- Paid overtime to reward your dedication and hard work.
- Company-provided equipment ensuring you have the best tools for the job.
- Remote work flexibility, allowing for a balanced work/life dynamic.
- Engaging corporate culture with opportunities to participate in community-focused initiatives.
### **Working Environment:**
At QSR Brands, we pride ourselves on fostering a supportive working environment that enables our employees to thrive and contribute meaningfully through corporate social responsibility initiatives. Join us and take part in giving back to the community while developing your career!
### **Application Deadline:**
Interested candidates are encouraged to apply by **October 29, 2024**.
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**Equal Opportunity Employer Statement:**
QSR Brands is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply, and we do not discriminate on the basis of race, gender, age, sexual orientation, disability, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.