**Job Title: Chat Support Officer - Work from Home**
**Company: PPB Group Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 2**
### Job Description:
PPB Group Berhad is seeking a dedicated Chat Support Officer to join our dynamic team. This is a part-time position that allows you to work remotely from the comfort of your home. The ideal candidate will possess strong communication skills and have a passion for customer service, coupled with a resourceful and energetic approach to problem-solving.
### Key Responsibilities:
- **Customer Interaction**: Engage with customers through chat support, providing exceptional service that enhances the customer experience. Respond to inquiries, complaints, and requests in a timely manner.
- **Issue Resolution**: Diagnose customer issues through effective communication and question assessment. Work collaboratively with cross-functional teams to resolve complex issues, ensuring customer satisfaction.
- **Product Knowledge**: Maintain a deep understanding of the company's products and services. Stay updated on product changes and promotions to provide accurate information to customers.
- **Data Input & Management**: Accurately log customer interactions and feedback in the relevant systems, ensuring all communications are documented for future reference and continuity of service.
- **Strategic Planning**: Collaborate with team members to develop strategies aimed at improving the efficiency and quality of chat support. Analyze patterns in customer inquiries to suggest improvements and enhancements to services.
- **Team Collaboration**: Work closely with the chat support team and other departments to share information, strategies, and best practices. Participate in team meetings and contribute to a positive team culture.
- **Performance Tracking**: Monitor individual performance metrics such as response time, resolution time, and customer satisfaction scores. Strive to meet or exceed key performance indicators.
- **Feedback Implementation**: Actively seek and analyze customer feedback to improve services. Implement constructive suggestions from customers and team leads to enhance overall customer experience.
- **Training and Development**: Participate in training sessions to improve skills and knowledge. Mentor new team members as necessary, sharing best practices and insights from customer interactions.
### Requirements:
- **Education**: A minimum of a high school diploma; higher education in a relevant field is a bonus.
- **Experience**: At least 2 years of experience in a customer support role, preferably in a chat support capacity.
- **Technical Proficiency**: Competence in using chat support software, CRM systems, and basic computer applications (MS Office, Google Suite).
- **Personality Traits**:
- **Resourceful**: Ability to think creatively to solve customer issues and overcome challenges.
- **Energetic**: Display enthusiasm in customer interactions and team engagements.
- **Soft Skills**:
- **Strategic Planning**: Capability to think critically and develop strategies that enhance service delivery and customer satisfaction.
- **Teamwork**: Strong collaboration skills, fostering a supportive and nurturing team environment.
- **Language Skills**: Excellent command of English; proficiency in Malay and additional languages is advantageous.
- **Work Environment Adaptability**: Ability to thrive in a remote, fast-paced work environment, demonstrating self-discipline and time-management skills.
### Benefits:
- Free food provided during certain work hours.
- Comprehensive medical coverage.
- Visa sponsorship for eligible candidates.
### Working Environment:
At PPB Group Berhad, we embrace a culture that challenges norms and encourages bold thinking. We value innovative ideas and support an environment where all team members are invited to share insights and contribute to projects in meaningful ways.
### Application Deadline:
Please submit your application by **October 16, 2024**.
### Equal Opportunity Statement:
PPB Group 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, religion, color, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Join us at PPB Group Berhad and be part of a team that prioritizes customer satisfaction and delivers unparalleled service excellence!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
