**Job Title:** Online Live Chat Representative
**Company:** UMW Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Job Description:**
UMW Holdings Berhad, a leader in the automotive and manufacturing sectors, is seeking a passionate and dedicated **Online Live Chat Representative** to join our customer support team. This role is ideal for candidates who are tech-savvy, enjoy engagement with diverse customers, and thrive in a fast-paced online environment.
As an Online Live Chat Representative, you will be the frontline ambassador for our brand, delivering exceptional service that enhances customer satisfaction and loyalty. Your primary responsibility will be to handle customer inquiries via chat, resolve issues, and provide information about our products and services in a timely and cheerful manner.
**Key Responsibilities:**
- **Customer Interaction:**
- Handle incoming live chat inquiries from customers promptly, projecting professionalism and a positive attitude.
- Actively listen and assess customer needs to provide relevant information and solutions.
- Ensure a high level of responsiveness to customer inquiries and follow up as necessary.
- **Problem Solving:**
- Identify issues faced by customers and develop clear, actionable resolutions, using strong problem-solving skills.
- Document concerns and feedback trends to inform the team of recurring issues and contribute to improvements in processes.
- **Resource Management:**
- Utilize available resources, including product knowledge databases and internal communication tools, to provide accurate and efficient responses.
- Stay updated on product offerings, services, and promotions to provide informed responses.
- **Collaboration:**
- Work closely with other team members and departments to ensure a seamless customer experience.
- Participate in team meetings and training sessions to share insights and enhance customer service strategies.
- **Reporting and Feedback:**
- Maintain chat logs and customer records accurately, summarizing resolutions and valuable customer insights.
- Provide feedback regarding processes and tools that can improve customer service efficiency.
- **Meet Performance Metrics:**
- Strive to achieve and exceed defined performance metrics, including response time, customer satisfaction ratings, and issue resolution rates.
**Requirements:**
- **Experience:**
- A minimum of 4 years of experience in customer support or related fields, with a preference for live chat services.
- **Technical Skills:**
- Proficient in using chat support software and tools.
- Comfortable navigating various digital platforms and technologies.
- **Personality Traits:**
- **Resilient:** Able to adapt to changing circumstances and handle stressful situations with poise.
- **Resourceful:** Skilled at thinking on your feet and adapting solutions to unique customer needs.
- **Soft Skills:**
- **Cooperation:** Ability to work effectively within a team while contributing to collective goals.
- **Problem-Solving:** Strong analytical capabilities to identify issues and implement effective solutions.
- **Communication:**
- Excellent written communication skills with an ability to convey information clearly and concisely.
- Proficiency in English and additional languages is a plus.
**Benefits:**
- Visa sponsorship to eligible candidates.
- Remote work flexibility, allowing you to maintain a healthy work-life balance.
- Attractive employee discounts on products and services.
**Working Environment:**
Join a vibrant and joyful work environment where we believe in fostering a sense of community and collaboration. UMW Holdings Berhad supports a culture that encourages creativity, teamwork, and continuous learning.
**Application Deadline:**
Please submit your application by **October 13, 2024**.
**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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.
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If you are passionate about customer service and ready to contribute to our mission of excellence, we encourage you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
