**Job Title:** Chat Support Representative
**Company:** Nestlé Malaysia
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Nestlé Malaysia is seeking a dedicated and reliable Chat Support Representative to join our dynamic team in Johor Bahru. As a leading food and beverage company, we value exceptional customer service and collaboration. In this part-time role, you will represent Nestlé Malaysia, engage with customers through various chat platforms, and ensure a positive brand experience.
**Key Responsibilities:**
1. **Customer Interactions:**
- Respond to customer inquiries via chat in a timely and professional manner.
- Address a variety of customer concerns including product inquiries, order statuses, and promotional information.
2. **Problem Resolution:**
- Actively listen to customers to identify issues and provide effective solutions.
- Utilize negotiation skills to de-escalate challenging situations and retain customer satisfaction.
3. **Product Knowledge:**
- Maintain an up-to-date understanding of Nestlé products, services, and policies.
- Share product recommendations and promotions based on customer needs.
4. **Data Management:**
- Accurately document conversations, interactions, and resolutions in customer relationship management systems.
- Track and analyze customer feedback to identify trends and areas for improvement.
5. **Team Collaboration:**
- Collaborate with other team members and departments to enhance customer experience and address recurring issues.
- Share insights for innovative ways to improve the chat support process.
6. **Quality Assurance:**
- Adhere to company guidelines and standards while maintaining quality service.
- Participate in training and development sessions to refine customer service skills and keep abreast of company updates.
7. **Performance Monitoring:**
- Meet or exceed individual and team performance goals in response times, customer satisfaction scores, and issue resolution rates.
- Regularly review personal performance and seek feedback for continuous improvement.
**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in a customer support role, preferably in a chat support environment.
- **Educational Background:**
- A diploma or degree in a relevant field is preferred but not mandatory.
- **Personality Traits:**
- Dedicated and reliable; committed to delivering high-quality service.
- **Soft Skills:**
- Strong negotiation skills with an aptitude for innovative problem-solving.
- Excellent communication abilities and the capacity to explain concepts clearly and concisely.
- Ability to remain calm and composed in high-pressure situations.
- **Technical Skills:**
- Proficiency in using chat support tools and customer relationship management (CRM) software.
- Familiarity with basic computer applications and productivity software.
- **Work Ethic:**
- A strong team player who values collaboration and respect within the workplace.
**Benefits:**
- Employee discounts on Nestlé products.
- Comprehensive life insurance coverage.
- Visa sponsorship for eligible candidates.
**Working Environment:**
At Nestlé Malaysia, we strive for a harmonious workplace where collaboration and respect prevail. Our team is dedicated to creating an inclusive environment that fosters innovation and professional growth.
**Application Deadline:**
Please submit your application by **October 14, 2024**.
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**Equal Opportunity Statement:**
Nestlé Malaysia 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, gender, gender identity or expression, sexual orientation, religion, national origin, disability, or age.
We look forward to welcoming a new member to our team who shares our values and dedication to customer satisfaction!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
