**Job Title:** Live Chat Specialist
**Company:** Sunway Group
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
### Job Description
**Overview:**
Sunway Group is seeking a dedicated and resilient Live Chat Specialist to join our dynamic team in George Town, Penang. This part-time position is ideal for a motivated individual who excels in providing outstanding customer service and is adept at solving problems in real-time. As a Live Chat Specialist, you will play a pivotal role in enhancing customer relationships and driving impactful results in a high-energy workplace.
### Responsibilities:
1. **Live Chat Support:**
- Serve as the first point of contact for customers via live chat, providing timely and accurate responses to inquiries.
- Address customer concerns, troubleshoot issues, and guide users through product offerings with professionalism and empathy.
2. **Customer Engagement:**
- Build rapport and positively engage with customers to foster loyalty and satisfaction.
- Utilize customer feedback to identify trends, and areas for improvement, and relay insights to management.
3. **Problem Resolution:**
- Employ effective problem-solving skills to resolve customer complaints swiftly and efficiently while maintaining a positive brand image.
- Take proactive steps to help prevent recurring issues and enhance the customer journey.
4. **Documentation:**
- Maintain accurate records of customer interactions, transactions, and feedback using appropriate tracking systems.
- Prepare reports on common queries and issues to aid in the continuous improvement of services.
5. **Collaboration:**
- Work closely with cross-functional teams, including sales, marketing, and product development, to ensure customer needs are met.
- Participate in regular team meetings and training sessions to improve service delivery and contribute new ideas.
6. **Performance Monitoring:**
- Track and analyze key performance metrics, including response times, customer satisfaction ratings, and resolution rates, to meet departmental goals.
- Adjust techniques and methods as needed based on performance data and feedback.
### Requirements:
- **Education:** Minimum of a diploma or equivalent qualification.
- **Experience:** At least 2 years of experience in customer service, preferably in a live chat environment.
- **Technical Skills:**
- Proficient in using live chat software, CRM systems, and Microsoft Office Suite.
- Familiarity with web-based communication tools and digital customer engagement strategies.
- **Personality Traits:**
- Resilient: Ability to handle stressful situations while maintaining a positive demeanor.
- Dedicated: Strong commitment to delivering exceptional service while striving for excellence.
- **Soft Skills:**
- Problem-solving: Demonstrated ability to think critically and find effective solutions in fast-paced situations.
- Decision-making: Capable of making informed decisions autonomously to enhance customer experiences.
### Benefits:
- **Joining Bonus:** Attractive joining bonus for successful candidates.
- **Company Transportation:** Convenient and accessible transportation options provided.
- **Gym Membership:** Complimentary gym membership to promote health and wellbeing.
### Working Environment:
Join us in a high-energy workplace focused on delivering impactful results! At Sunway Group, we value innovation and collaboration, and we strive for personal and collective success.
### Application Deadline:
Interested candidates are encouraged to apply by **September 24, 2024**.
### Equal Opportunity Statement:
Sunway Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and abilities.
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If you are passionate about customer service and enjoy working in a collaborative atmosphere, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
