**Job Title:** Online Contact Center Officer
**Company:** Proton Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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**Job Description:**
Proton Holdings Berhad is seeking a dedicated, highly motivated Online Contact Center Officer to join our team in George Town, Penang. This position is integral to our customer service operations, focusing on providing exceptional support and solutions to our clients through various online communication channels. We are looking for an individual who thrives in a dynamic environment and is passionate about enhancing customer experiences.
**Key Responsibilities:**
- **Customer Support:** Provide prompt and efficient responses to customer inquiries through various channels, including live chat, email, and social media platforms, ensuring high-quality service and customer satisfaction.
- **Problem Resolution:** Identify and resolve customer complaints and issues with efficiency and professionalism, ensuring that each interaction leads to effective resolutions and learning opportunities.
- **Documentation:** Maintain accurate records of customer interactions, feedback, and solutions provided; track common issues and contribute to documentation for internal training and knowledge sharing.
- **Collaboration:** Work closely with other team members and departments to relay customer feedback and contribute to improving overall processes and service offerings.
- **Performance Metrics:** Meet and exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.
- **Process Improvement:** Participate in ongoing training and skill development sessions, offering suggestions for process enhancements and service improvements based on customer feedback and personal observations.
- **Creativity in Solutions:** Employ creativity to propose innovative approaches to customer service challenges that can enhance the customer experience and streamline support processes.
- **Leadership:** Potentially mentor new hires by providing guidance and sharing effective customer service practices, fostering a collaborative team atmosphere.
**Requirements:**
- **Education & Experience:** Minimum of 4 years of experience in a customer service or contact center role, demonstrating a strong understanding of customer service principles and online communication tools.
- **Technical Proficiency:** Proficiency in using customer service software, CRM systems, and other digital communication platforms is essential, along with a general comfort level with technology and online tools.
- **Personality Traits:**
- **Reliable:** Dependable and dedicated to meeting job responsibilities and deadlines.
- **Hardworking:** Committed to working diligently and efficiently, ensuring that tasks and projects are completed to a high standard.
- **Soft Skills:**
- **Creativity:** Ability to think outside the box in approaching customer issues and driving innovative solutions.
- **Leadership:** Natural inclination to take initiative, inspire teamwork, and foster a positive working atmosphere among peers.
- **Language Skills:** Proficiency in English is required, with additional language skills being a plus for providing support to a diverse customer base.
- **Availability:** Willingness to work flexible hours, including evenings and weekends, as required to meet customer needs.
**Benefits:**
- Visa sponsorship for eligible candidates
- Relocation allowance for those moving from outside Penang
- Joining bonus for successful candidates
**Working Environment:**
Proton Holdings Berhad fosters an entrepreneurial atmosphere, encouraging creativity and initiative, even within an established organization. Our team is committed to collaborative growth, where every member has the opportunity to contribute ideas and engage in projects that enhance our operations.
**Application Deadline:**
Please submit your application by October 13, 2024.
**Equal Opportunity Statement:**
Proton Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and strive to ensure equitable representation across our organization.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
