**Job Title:** Live Chat Representative
**Company:** Media Prima Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
---
**Job Description:**
Media Prima Berhad is seeking a dynamic and enthusiastic Live Chat Representative to join our Customer Support Team in George Town, Penang. Our ideal candidate is someone who thrives in a fast-paced environment and possesses strong communication skills. You will play a key role in engaging with our customers, providing top-notch assistance, and ensuring a seamless experience for each user.
**Key Responsibilities:**
1. **Customer Interaction:**
- Engage with customers via live chat, resolving inquiries and providing information on products and services promptly and accurately.
- Maintain a friendly, professional demeanor while interacting with customers to enhance their overall experience.
2. **Issue Resolution:**
- Identify and troubleshoot customer issues, providing quick solutions and escalating them to the relevant departments when necessary.
- Follow up on resolved issues to ensure customer satisfaction and closure.
3. **Documentation:**
- Document all customer interactions accurately in our CRM system, tracking key details and resolutions for future reference.
- Generate reports on common customer issues and feedback to help improve service delivery.
4. **Collaboration:**
- Work closely with team members and other departments to coordinate responses and resolve complex queries.
- Participate in team meetings, sharing insights about customer interactions that can lead to improved service or additional training needs.
5. **Sales Support:**
- Utilize negotiation skills to upsell products or services when appropriate, ensuring a win-win for both the customer and the company.
- Support marketing initiatives by promoting current offers or campaigns during customer interactions.
6. **Continuous Improvement:**
- Stay updated on company products, services, and policies to accurately inform customers and enhance their experience.
- Provide feedback to supervisors regarding recurring customer issues and potential areas for improvement.
**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in a customer service role, with particular emphasis on live chat or similar communication channels.
- **Education:**
- Bachelor's degree in Communication, Business, Marketing, or a related field is preferred.
- **Technical Skills:**
- Proficient in using live chat software, customer relationship management (CRM) systems, and Microsoft Office Suite.
- Ability to quickly learn new software and technologies as required.
- **Personality Traits:**
- Energetic and passionate about customer service and helping others.
- A positive attitude and a friendly demeanor, even under pressure.
- **Soft Skills:**
- Strong negotiation skills to positively influence customer decisions, resolving issues amicably.
- Excellent presentation skills to clearly convey information and support marketing initiatives.
**Benefits:**
- Gym Membership: Enjoy a healthy work-life balance with a subsidized gym membership.
- Parental Leave: Supportive leave policies to help balance family and work responsibilities.
- Employee Discounts: Access exclusive discounts on our products and services.
**Working Environment:**
Join a vibrant team that collaborates with colleagues worldwide, fostering a global village mentality. We value diversity and encourage innovative thinking in our approach to customer service.
**Application Deadline:**
Please submit your application by **September 24, 2024**.
**Equal Opportunity Statement:**
Media Prima 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
