**Job Title:** Live Chat Representative - Remote Work
**Company:** IOI Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
IOI Corporation Berhad is seeking a dedicated and dynamic Live Chat Representative to join our customer support team in a remote capacity. This part-time position is ideal for individuals who are confident, passionate about customer service, and eager to deliver exceptional online support experiences. As a Live Chat Representative, you will serve as the first point of contact for our customers, providing timely and effective resolutions to their inquiries while representing the high standards of our brand.
**Key Responsibilities:**
- **Customer Engagement:** Interact with customers through live chat to address inquiries, provide information about products and services, and troubleshoot issues in a friendly and professional manner.
- **Problem Resolution:** Analyze customer concerns and provide appropriate solutions in real-time, ensuring that each customer interaction leads to a satisfactory resolution.
- **Product Knowledge:** Maintain an expert-level understanding of IOI Corporation's product offerings, policies, and procedures to effectively assist customers and promote business objectives.
- **Follow-Up:** Conduct follow-up communications with customers to ensure their issues have been fully resolved and gather feedback on their overall experience.
- **Documentation:** Accurately log all customer interactions, inquiries, and feedback in our Customer Relationship Management (CRM) system to maintain comprehensive records.
- **Team Collaboration:** Work closely with team members and other departments to ensure consistent and efficient customer service delivery.
- **Reporting:** Prepare reports on customer interactions and feedback trends to identify recurring issues and suggest improvements to processes or products.
- **Training and Development:** Assist in training new team members by sharing best practices and providing ongoing support to foster a collaborative work environment.
- **Maintain Ethics:** Uphold the highest standards of ethical conduct and integrity in all communications and actions, ensuring the confidentiality and privacy of customer information.
**Requirements:**
- **Experience:** A minimum of 4 years in a customer service or support role, with at least 2 years specifically in live chat or online support settings.
- **Education:** Relevant qualification in business, communications, or a related field preferred.
- **Technical Skills:** Proficient in using live chat software, CRM systems, and Microsoft Office Suite. Familiarity with online customer engagement platforms is a plus.
- **Communication Skills:** Exceptional verbal and written communication skills in English. Proficiency in additional languages is an advantage.
- **Personality Traits:**
- **Confident:** Ability to engage with diverse customers and handle challenging situations calmly and with authority.
- **Passionate:** A genuine enthusiasm for helping customers and improving their overall experience.
**Soft Skills:**
- **People Management:** Strong interpersonal skills with the ability to build rapport and trust with customers quickly.
- **Negotiation:** Proficient in negotiating outcomes that satisfy both the customer and the company's interests.
**Benefits:**
- Provision of company equipment to facilitate your remote work environment.
- Visa sponsorship opportunities for qualified candidates.
- Flexible working hours that allow for a work-life balance.
**Working Environment:**
At IOI Corporation Berhad, we uphold the highest standards of ethical conduct and integrity. We are committed to fostering an inclusive and respectful workplace where every employee feels valued and empowered.
**Deadline to Apply:** October 10, 2024
**Equal Opportunity Statement:**
IOI Corporation Berhad is an equal opportunity employer and strives to create a diverse and inclusive workforce. We encourage applications from people of all backgrounds and experiences, and we are committed to hiring and promoting individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We look forward to welcoming a passionate Live Chat Representative to our team who shares our vision and values!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
