**Job Title:** Online Live Chat Assistant
**Company:** Fraser & Neave Holdings Bhd
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
Fraser & Neave Holdings Bhd is seeking a motivated and energetic Online Live Chat Assistant to join our dynamic customer service team. As an essential member of our organization, you will provide exceptional support to our customers through live chat communications, addressing inquiries, resolving issues, and enhancing customer satisfaction. Your excellent interpersonal skills will be crucial in persuading and negotiating with customers, ensuring their needs are met promptly and efficiently.
**Key Responsibilities:**
1. **Customer Interaction:**
- Serve as the first point of contact for customer inquiries via live chat, providing prompt, accurate, and friendly responses.
- Identify customer needs and deliver tailored solutions, enhancing overall customer experiences.
2. **Issue Resolution:**
- Investigate and resolve customer complaints or challenges through effective problem-solving techniques.
- Escalate complex issues to the appropriate departments, ensuring timely follow-up with the customer.
3. **Sales Support:**
- Engage in persuasive conversations with customers to promote products, services, and ongoing promotions.
- Utilize negotiation skills to assist customers in making informed purchasing decisions.
4. **Documentation and Record Keeping:**
- Maintain accurate records of customer interactions and transactions.
- Document feedback and transcription of conversations to aid in future training and process improvements.
5. **Team Collaboration:**
- Work closely with team members and other departments to ensure a seamless flow of information and services.
- Participate in regular team meetings to report on interactions, share customer insights, and propose improvements.
6. **Training and Development:**
- Engage in ongoing training sessions to stay current with product knowledge, company policies, and effective communication strategies.
- Contribute to the training of new team members as required.
7. **Performance Tracking:**
- Monitor personal performance metrics including response time, customer satisfaction scores, and sales targets.
- Work toward continuous improvement based on performance feedback.
**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in a customer service role, preferably in an online live chat environment.
- **Education:**
- High school diploma or equivalent; relevant coursework or certifications in Customer Service or Communication is preferred.
- **Skills:**
- Exceptional written communication skills, with a strong command of English (additional languages are a plus).
- Proficient in using live chat software and other customer service tools.
- Demonstrated ability in persuasion and negotiation techniques.
- **Personality Traits:**
- Highly motivated and energetic professional with a proactive approach to customer service challenges.
- Ability to thrive in a fast-paced environment and embrace change positively.
- **Soft Skills:**
- Strong interpersonal skills with the ability to engage and connect with customers effectively.
- Excellent problem-solving skills, with a focus on achieving positive outcomes for customers.
**Benefits:**
- Comprehensive training and professional development opportunities.
- Joining Bonus upon successful acceptance of the role.
- Paid sick leave ensuring your health and well-being are prioritized.
**Working Environment:**
At Fraser & Neave Holdings Bhd, we foster a culture that embraces change and demonstrates resilience. We believe in empowering our employees to adapt and grow in a continuously evolving market.
**Application Deadline:**
Please submit your application by **October 2, 2024**.
**Equal Opportunity Statement:**
Fraser & Neave Holdings Bhd 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, gender, gender identity or expression, sexual orientation, disability, ethnicity, religion, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
