**Job Title:** Online Chat Support Associate
**Company:** UMW Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
---
**Job Description**
UMW Holdings Berhad is seeking a dedicated and energetic Online Chat Support Associate to join our innovative team in George Town, Penang. This part-time position is perfect for individuals who thrive in dynamic environments and are passionate about delivering exceptional customer support through online chat platforms. The ideal candidate will possess a minimum of three years of relevant experience and demonstrate reliability, a driven work ethic, and a commitment to customer satisfaction.
### **Key Responsibilities:**
- **Customer Interaction:**
- Engage with customers through live chat to provide prompt and accurate responses to inquiries about products and services.
- Manage customer complaints and issues effectively to ensure satisfactory resolutions.
- **Problem Solving:**
- Analyze customer needs and work collaboratively with internal teams to resolve issues and deliver solutions tailored to customer requirements.
- Document and escalate complex queries to the appropriate department while maintaining follow-up communication with the customer.
- **Product Knowledge and Support:**
- Maintain a thorough understanding of UMW Holdings Berhad's product offerings, services, and policies to provide appropriate guidance and support.
- Conduct follow-ups with customers to ensure their issues have been resolved and to enhance overall customer experience.
- **Performance Metrics:**
- Meet and exceed individual performance metrics including response time, customer satisfaction ratings, and issue resolution rates.
- Contribute to team efforts by sharing insights and feedback to improve processes and customer interactions.
- **Continuous Improvement:**
- Stay updated with industry trends, best practices in customer service, and changes in company policies and procedures.
- Participate in training and development programs to enhance professional skills and product knowledge.
### **Requirements:**
**Education and Experience:**
- Minimum of 3 years of experience in customer support or a related field, specifically in online chat support.
- High school diploma required; a degree in Communications, Business, or a related field is preferred.
**Core Competencies:**
- **Reliability:** Ability to consistently meet deadlines and maintain a high level of accuracy in all tasks.
- **Drive:** A self-motivated individual who demonstrates ambition and perseverance in achieving goals.
**Soft Skills:**
- **People Management:** Strong ability to connect with customers and understand their needs; build rapport effectively and maintain positive relationships.
- **Persuasion:** Proficient at influencing customers' decisions in a way that drives customer loyalty and improves satisfaction.
**Technical Skills:**
- Proficient in the use of chat software, CRM systems, and computer literacy (MS Office Suite).
- Knowledge of tools for tracking performance metrics and customer interactions regularly.
### **Benefits:**
- **Dental Insurance:** Comprehensive coverage to prioritize your health.
- **Joining Bonus:** Attractive signing bonus for new team members.
- **Remote Work Flexibility:** Empowering work-from-home options to maintain work-life balance.
### **Working Environment:**
At UMW Holdings Berhad, we recognize and reward employee performance based on merit. We foster a culture of continuous improvement and support each other in achieving individual and team successes.
---
**Application Deadline: ******** **
UMW Holdings 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 abilities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
