**Job Title:** Chat Support Officer - Remote Work
**Company:** Kossan Rubber Industries Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Entry Level
**Years of Experience:** 1
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**Job Description:**
Kossan Rubber Industries Berhad is seeking a dedicated and proactive **Chat Support Officer** to join our team. This is a remote work opportunity designed for motivated individuals looking to contribute to a meaningful mission in the rubber industry and provide exceptional customer service. As a Chat Support Officer, you will be the first point of contact for our customers, assisting them through chat support with their inquiries, concerns, and feedback.
**Key Responsibilities:**
1. **Customer Interaction:**
- Provide prompt, accurate, and courteous responses to customer inquiries through our online chat system.
- Engage with customers to understand their needs and provide tailored solutions or information about our products and services.
2. **Problem Resolution:**
- Identify and escalate complex issues to the appropriate department or supervisor as necessary.
- Follow up with customers to ensure their issues have been resolved satisfactorily and gather feedback on their experience.
3. **Information Management:**
- Maintain detailed records of customer interactions, including inquiries, complaints, and feedback, in our CRM system for reporting and analysis.
- Update and maintain FAQ documents and knowledge bases to assist in self-service support for customers.
4. **Time Management:**
- Prioritize and manage multiple tasks efficiently to ensure all customer requests are handled timely.
- Meet or exceed performance metrics including response times and customer satisfaction rates.
5. **Continuous Improvement:**
- Collaborate with team members to develop effective communication strategies and provide insights for improving chat support processes.
- Participate in training sessions to enhance product knowledge and customer service skills.
6. **Leadership and Resourcefulness:**
- Act as a brand ambassador, ensuring that customers have a positive perception of Kossan Rubber Industries at all times.
- Demonstrate resourcefulness in addressing customer concerns and providing innovative solutions.
**Requirements:**
- **Education:** Minimum of a high school diploma; relevant experience in customer service preferred.
- **Experience:** At least 1 year of experience in a customer support role, preferably in an online chat environment.
- **Technical Skills:** Familiarity with CRM software and online chat tools; proficiency in using office productivity software (e.g., MS Office, Google Workspace).
- **Communication Skills:** Excellent written communication skills with a strong command of the English language; ability to convey information clearly and effectively.
- **Personality Traits:**
- Independent and self-motivated; comfortable working autonomously.
- Resourceful with a proactive approach to problem-solving.
- **Soft Skills:**
- Strong time management skills; able to prioritize tasks and remain organized.
- Demonstrated leadership qualities, even in an entry-level position, through initiative and collaborative spirit.
**Benefits:**
- Life insurance coverage for peace of mind.
- Remote work flexibility, allowing a healthy work-life balance.
- Coverage for travel and spending expenses related to company activities.
- Opportunity to work in an environment aligned with a greater purpose, contributing to a meaningful mission in the industry.
**Working Environment:**
At Kossan Rubber Industries Berhad, we believe in contributing positively to the industry and society. Join us to align your work with a greater purpose while helping our customers with their inquiries and concerns.
**Deadline to Apply:** October 2, 2024
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**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 employment decisions are made based on qualifications, merit, and business needs. We encourage all qualified candidates to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
