**Job Title:** Online Contact Center Specialist
**Company:** UMW Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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**Job Description:**
UMW Holdings Berhad is seeking a dedicated and energetic Online Contact Center Specialist to join our team in Johor Bahru. This part-time role is an exciting opportunity for a motivated individual who is looking to contribute to a dynamic organization while supporting our commitment to excellence in customer service. The ideal candidate will play a pivotal role in our online contact center, handling customer inquiries and issues with a focus on providing exceptional service.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers via various online channels, including chat, email, and social media platforms, addressing inquiries efficiently and professionally.
- **Issue Resolution:** Manage and resolve customer issues and complaints by utilizing critical thinking skills to identify the root cause of problems and provide practical solutions.
- **Research:** Conduct thorough research to stay updated on product offerings, services, and company policies to effectively assist customers and provide accurate information.
- **Documentation:** Maintain detailed records of customer interactions and transactions, ensuring that all information is entered into the system accurately.
- **Collaboration:** Work closely with team members and other departments to ensure seamless communication and enhance the overall customer experience.
- **Feedback Loop:** Gather customer feedback and report trends and recurring issues to management to assist in improving service offerings and operational processes.
- **Training and Development:** Participate in continuous training sessions to improve product knowledge, service techniques, and professional skills in line with the company's focus on employee development.
- **Quality Assurance:** Adhere to company policies and quality standards, ensuring compliance with all procedures related to customer service.
- **Performance Metrics:** Meet or exceed set performance metrics and goals related to customer satisfaction, response time, and issue resolution timeframes.
**Requirements:**
- **Experience:** Minimum of 3 years in a customer service role, preferably within an online contact center environment.
- **Education:** A diploma or equivalent in business administration, communications, or a related field.
- **Personality Traits:**
- **Reliable:** Consistently punctual, dependable, and deliver on commitments.
- **Energetic:** Possess a vibrant and positive attitude that resonates with customers and contributes to a fun and motivating work atmosphere.
- **Soft Skills:**
- **Critical Thinking:** Ability to evaluate situations quickly and efficiently, making well-informed decisions to resolve customer issues.
- **Research Skills:** Strong skills in gathering information from various sources to accurately answer inquiries and provide guidance.
- **Communication Skills:** Excellent verbal and written communication skills in English; proficiency in Malay is an advantage.
- **Technical Proficiency:** Familiarity with CRM software, online chat systems, and standard office software (e.g., Microsoft Office Suite).
- **Availability:** Flexibility to work part-time hours, including evenings and weekends as needed based on business requirements.
**Benefits:**
- Profit sharing opportunities
- Retirement plan options
- Parental leave for eligible employees
**Working Environment:**
At UMW Holdings Berhad, we prioritize the personal and professional development of our employees. Our work environment is designed to support continuous learning and growth, allowing team members to gain new skills and advance their careers.
**Application Deadline:** October 15, 2024
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**Equal Opportunity Statement:**
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 experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
