**Job Title:** Online Chat Support Specialist
**Company:** Axiata Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 2
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### Job Description
Axiata Group Berhad is seeking a dedicated and detail-oriented Online Chat Support Specialist to join our dynamic customer support team. This role is crucial in providing exceptional service to our customers through online chat platforms. As an Online Chat Support Specialist, you will be responsible for addressing customer inquiries, resolving issues, and fostering a positive customer experience in an efficient and professional manner.
### Key Responsibilities
- **Customer Interaction:**
Engage with customers via online chat to provide prompt and effective responses to inquiries, complaints, and product-related questions.
- **Issue Resolution:**
Analyze customer issues and provide appropriate solutions. Follow up to ensure satisfactory resolution and customer satisfaction.
- **Documentation:**
Record and maintain detailed logs of customer interactions and transactions, ensuring all information is accurate and up to date in our customer relationship management (CRM) system.
- **Product Knowledge:**
Develop a thorough understanding of our products and services to provide knowledgeable and accurate information to customers.
- **Feedback Collection:**
Gather customer feedback to identify areas for improvement and communicate insights to the management team.
- **Collaboration:**
Work closely with different departments to escalate unresolved issues and collaborate on initiatives to improve customer experience.
- **Performance Tracking:**
Monitor and report on customer interactions, ensuring adherence to company policies and procedures while maintaining high-quality standards.
- **Continuous Improvement:**
Participate in training and development sessions, and contribute ideas for enhancing processes, tools, and strategies related to online support.
### Requirements
- **Education:**
Bachelor's degree in a relevant field (Preferred but not mandatory).
- **Experience:**
Minimum of 2 years of experience in customer service or support roles, particularly in online chat support.
- **Technical Skills:**
Proficient in using CRM systems, chat platforms, and general office software. Familiarity with digital communication tools is an advantage.
- **Personality Traits:**
- **Driven:** Demonstrate a proactive approach to fulfilling job responsibilities and achieving targets.
- **Reliable:** Be dependable in maintaining scheduled shifts, meeting deadlines, and providing consistent support.
- **Soft Skills:**
- **Leadership:** Display the ability to inspire and guide others while working collaboratively in a team environment.
- **Innovation:** Showcase creativity and a willingness to tackle challenges with fresh perspectives and solutions.
### Benefits
- **Paid Overtime:** Enjoy compensation for overtime worked beyond regular hours.
- **Remote Work Flexibility:** Benefit from a flexible work schedule that allows for a blend of remote and in-office work options.
- **Travel Opportunities:** Experience opportunities for professional development through travel to various company events or training sessions.
### Working Environment
At Axiata Group Berhad, we foster a culture that encourages autonomy and independence. We trust our employees to excel in their roles and support each other in achieving both personal and company goals. We believe that a motivated and empowered workforce is key to our success.
### Deadline to Apply
Interested candidates are encouraged to submit their applications by **October 6, 2024**.
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### Equal Opportunity Statement
Axiata Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
