**Job Title:** Online Contact Center Assistant
**Company:** PPB Group Berhad
**Location:** George Town, Penang, Malaysia
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
**Job Description:**
PPB Group Berhad is seeking a dedicated and skilled Online Contact Center Assistant to join our dynamic team in George Town, Penang. This part-time position is ideal for individuals who possess a strong foundation in customer service and are looking to advance their careers in a supportive environment. As an Online Contact Center Assistant, you will act as the first point of contact for our customers, ensuring that their inquiries are handled efficiently and effectively while contributing to our mission of delivering excellent service.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond to customer inquiries through various online communication channels, including email, live chat, and social media, providing timely and accurate information.
- Diagnose customer issues and provide solutions or escalate issues to the appropriate departments as needed.
2. **Record Management:**
- Maintain detailed records of customer interactions and transactions in our CRM system to ensure all customer inquiries and resolutions are documented.
3. **Problem Solving:**
- Exhibit strong problem-solving skills to resolve customer complaints and issues promptly while adhering to company policies and procedures.
4. **Collaboration:**
- Collaborate closely with other team members and departments to enhance the customer experience and streamline processes.
- Participate in team meetings and brainstorming sessions to improve customer service strategies.
5. **Feedback and Reporting:**
- Gather feedback from customers to identify areas of improvement in products/services and propose actionable suggestions to management.
- Prepare reports on customer feedback, common inquiries, and service performance metrics as requested.
6. **Continuous Improvement:**
- Engage in ongoing training and professional development activities to enhance skills and knowledge pertinent to customer service.
7. **Adherence to Policies:**
- Follow all company policies and procedures diligently, including security and compliance regulations regarding customer data.
**Requirements:**
- **Education:**
- A diploma or degree in any relevant field is preferred.
- **Experience:**
- Minimum of 3 years of experience in a customer service or contact center role.
- **Technical Skills:**
- Proficiency in using CRM software and MS Office Suite. Familiarity with online communication tools.
- **Personality Traits:**
- **Confident:** Ability to communicate clearly and convincingly and handle customer interactions with poise.
- **Independent:** Self-motivated, capable of managing tasks with minimal supervision.
- **Soft Skills:**
- **Cooperation:** Effective team player who values and promotes collaboration among colleagues.
- **Planning:** Strong organizational and planning skills to manage workload and meet deadlines effectively.
- **Language Proficiency:**
- Excellent verbal and written communication skills in English; proficiency in Malay and Mandarin is a plus.
- **Availability:**
- Flexibility in scheduling and availability for part-time hours, including evenings and weekends as required.
**Benefits:**
- Paid sick leave
- Travel and spending expenses allowances
- Parental leave
- Opportunities for ongoing learning and professional development in a supportive environment
**Working Environment:**
At PPB Group Berhad, we foster a culture of innovation, encouragement, and continuous learning. Our focus is on nurturing personal and professional growth through training, mentorship, and opportunities to advance within the company.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
PPB Group 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, experiences, and identities.
Join us at PPB Group Berhad to make a difference in our customer's lives while advancing your career in a vibrant and supportive environment! Apply now!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
