**Job Title: Live Chat Specialist - Remote Work**
**Company: Sime Darby Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 2**
**Application Deadline: ******** **
**Company Overview:**
Sime Darby Berhad is a leading multinational conglomerate with a strong presence in various sectors, including automotive, industrial, and property. We pride ourselves on fostering a diverse and inclusive work environment that values innovation and collaboration. As we expand our online customer service capabilities, we are seeking a dedicated and enthusiastic Live Chat Specialist to join our remote team.
**Job Summary:**
The Live Chat Specialist is responsible for providing exceptional customer support through live chat channels. This role involves engaging with customers to resolve inquiries, provide product information, and facilitate transactions while ensuring a seamless and positive experience. The ideal candidate will be hardworking, energetic, and possess strong communication and negotiation skills that can be utilized in a fast-paced remote work environment.
**Key Responsibilities:**
- Respond promptly to customer inquiries via live chat, ensuring a high level of satisfaction throughout the interaction.
- Engage actively with customers to understand their needs and provide tailored solutions or recommendations.
- Resolve customer complaints by providing accurate information, following company policies, and negotiating effective solutions when necessary.
- Maintain up-to-date knowledge of the company's products, services, promotions, and policies to effectively assist customers.
- Document and track customer interactions using CRM software, ensuring accurate and comprehensive records of inquiries and resolutions.
- Collaborate with other departments, such as sales and technical support, to address complex customer issues and improve service delivery.
- Analyze customer feedback and chat interaction data to identify trends and inform strategic initiatives for continuous improvement.
- Participate in training sessions and team meetings to enhance skills and contribute to team objectives.
- Assist in the development of templates and scripts to improve response efficiency while maintaining a personalized customer experience.
- Ensure compliance with company guidelines and articles of data protection laws during all customer exchanges.
**Requirements:**
- Minimum of 2 years of experience in a customer service role, preferably in a live chat or remote support environment.
- Proven track record of delivering excellent customer service and achieving performance targets.
- Strong negotiation and conflict-resolution skills, with the ability to handle difficult situations calmly and effectively.
- Exceptional verbal and written communication skills in English; proficiency in Malay or Mandarin is a plus.
- Energetic and proactive attitude, with a strong desire to help customers and resolve inquiries efficiently.
- Experience with CRM software and live chat tools is highly desirable.
- Ability to work independently and manage time effectively in a remote setting, maintaining focus and productivity.
- Tech-savvy, with a willingness to learn new tools and technologies as required.
- Availability to work flexible hours, including weekends and holidays, as necessary.
**Benefits:**
- Exciting travel opportunities for professional development and networking.
- Complimentary gym membership to support your health and wellness.
- Free food provisions to ensure you are energized during your shifts.
**Working Environment:**
You will work in a collaborative environment that leverages data to inform decisions and drive strategic initiatives. We value innovative ideas and encourage all team members to contribute to our customer service enhancements.
**Equal Opportunity Statement:**
Sime Darby Berhad 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 ensure that hiring decisions are based solely on qualifications, experience, and the best fit for the role.
If you're a hardworking, energetic individual with a passion for customer service and the ability to thrive in a remote team, we invite you to apply by submitting your resume and cover letter by the deadline of October 15, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
