**Job Title:** Online Call Center Assistant
**Company:** Genting Group
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3+
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### Job Description
Genting Group is seeking an enthusiastic and dedicated Online Call Center Assistant to join our dynamic team in Johor Bahru. As a vital part of our customer support operations, you will provide exceptional service to our clients while upholding the values and reputation of our renowned organization. This position is ideal for individuals who are resilient, adaptable, and passionate about delivering outstanding customer experiences in a fast-paced online environment.
### Responsibilities
- **Customer Interaction:** Respond to customer inquiries through various online channels, including chat, email, and social media, ensuring prompt and accurate assistance.
- **Issue Resolution:** Effectively diagnose customer issues and resolve problems, escalating matters to supervisors when necessary while maintaining a high standard of service.
- **Information Management:** Maintain up-to-date knowledge of company products, services, and policies to provide informed assistance to customers.
- **Documentation:** Accurately document customer interactions and transactions in the Customer Relationship Management (CRM) system, ensuring all records are current and compliant with company protocols.
- **Collaboration:** Work collaboratively with colleagues across different departments and global locations, contributing to a supportive work environment that fosters knowledge sharing and teamwork.
- **Feedback Collection:** Collect customer feedback and insights to identify trends and areas for improvement, relaying this information to team leads and management.
- **Training and Development:** Participate in ongoing training sessions to enhance product knowledge and customer service skills, as well as assist in training new staff as required.
- **Performance Metrics:** Meet and strive to exceed key performance indicators (KPIs) and service level agreements (SLAs) as established by the management team.
- **Crisis Management:** Employ resilience and adaptability to handle challenging situations and maintain a positive attitude under pressure.
### Requirements
- **Education:** High school diploma or equivalent; further education in a relevant field is a plus.
- **Experience:** A minimum of 3 years' experience in a customer service or call center role, preferably in an online environment.
- **Technical Skills:** Proficiency in using computers and familiarity with CRM systems; ability to quickly learn new software tools.
- **Soft Skills:**
- **People Management:** Ability to engage effectively with customers, understanding their needs and concerns.
- **Persuasion:** Capable of guiding customers towards suitable solutions while demonstrating empathy and understanding.
- **Personality Traits:**
- **Resilient:** Ability to bounce back from challenges and maintain a positive outlook.
- **Adaptable:** Willingness to adjust to new processes, changes in workload, and diverse customer interactions.
- **Communication Skills:** Strong written and verbal communication skills in English; proficiency in additional languages is a plus.
### Benefits
- **Relocation Allowance:** Financial support for eligible candidates relocating to join our team.
- **Disability Insurance:** Comprehensive disability coverage for peace of mind.
- **Joining Bonus:** Competitive joining bonus offered to qualified candidates.
### Working Environment
Join us in a collaborative and innovative work environment where you will connect with colleagues from around the world, fostering a global village mentality. At Genting Group, we believe in nurturing a culture that embraces diversity, encourages creativity, and supports professional growth.
### Application Deadline
Please submit your application by **October 27, 2024**.
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**Equal Opportunity Statement**
Genting Group is an equal-opportunity employer committed to a diverse and inclusive workplace. We welcome applications from all qualified individuals and encourage you to apply, regardless of race, gender, disability, sexual orientation, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.