**Job Title:** Live Chat Representative
**Company:** PPB Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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**Job Description:**
PPB Group Berhad is seeking a highly motivated and independent Live Chat Representative to join our dynamic team in George Town, Penang. As a vital communication link between our organization and our valued customers, you will provide exceptional service and support through live chat channels, ensuring an outstanding customer experience. The ideal candidate will have a passion for helping others, a keen ability to make decisions quickly and effectively, and thrive in a collaborative environment.
**Key Responsibilities:**
1. **Customer Engagement:**
- Initiate, manage, and respond to live chat inquiries from customers promptly and professionally.
- Utilize effective communication skills to provide clear, concise, and accurate information to customers regarding products and services.
2. **Issue Resolution:**
- Address and resolve customer inquiries and concerns in real-time, while maintaining a high level of customer satisfaction.
- Identify recurring issues and communicate them to the management team for further action.
3. **Product Knowledge:**
- Maintain an in-depth understanding of offerings and services to provide accurate information and assist customers effectively.
- Stay updated on new products, services, and company policies to provide informed support.
4. **Collaboration:**
- Work cooperatively with team members to enhance the overall customer experience and ensure targets are met.
- Share insights and best practices with the team to foster a cooperative working environment.
5. **Performance Tracking:**
- Monitor and track live chat metrics to assess personal performance and identify areas for improvement.
- Provide feedback and suggestions for enhancing live chat processes to management.
6. **Administrative Duties:**
- Document all customer interactions in the company's customer relationship management (CRM) system accurately and in real-time.
- Prepare reports and summaries on customer interactions and issues as needed.
**Requirements:**
- **Education:** High school diploma or equivalent; further education in communication, marketing, or a related field is a plus.
- **Experience:** Minimum of 3 years of customer service experience, with at least 1 year focused on live chat support.
- **Skills:**
- Proficient in typing and navigating various digital platforms with high accuracy.
- Strong decision-making skills to assess customer needs and respond appropriately.
- Excellent cooperation skills to work harmoniously in a team-oriented environment.
- **Personality Traits:**
- Passionate about delivering excellent customer service and able to work independently.
- Adaptive with a positive attitude towards challenges and a desire to help customers.
**Benefits:**
- Gym membership for personal fitness and wellness.
- Disability insurance to ensure peace of mind for our employees.
- Provision of company equipment to perform duties effectively.
**Working Environment:**
At PPB Group Berhad, we nurture an entrepreneurial atmosphere within our organization, encouraging innovation and independence while providing the support and structure needed to excel. Our team is committed to fostering growth and success for every employee.
**Application Deadline:** September 29, 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. We encourage applications from all qualified individuals, regardless of race, gender, age, disability, or any other personal characteristic.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
