**Job Title: Online Live Chat Specialist**
**Company: Proton Holdings Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority Level: Associate Level**
**Years of Experience: 3**
**Deadline to Apply: ******** **
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### Job Description
Proton Holdings Berhad is seeking an enthusiastic and experienced **Online Live Chat Specialist** to join our dynamic team in George Town, Penang. As a part of one of the leading automotive companies in the region, you will play a critical role in enhancing our customer engagement and satisfaction through real-time communication.
As an Online Live Chat Specialist, you will be responsible for responding to customer inquiries, resolving issues, and providing information about our products and services. You will serve as the first point of contact for customer interactions through live chat platforms, ensuring a positive experience that reflects our commitment to high-quality service.
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### Key Responsibilities
- **Customer Engagement**: Handle incoming customer inquiries via live chat in a prompt and professional manner, ensuring effective resolution of questions and concerns.
- **Issue Resolution**: Troubleshoot and resolve customer issues by effectively utilizing product knowledge and company resources. Escalate complex issues to appropriate teams when necessary.
- **Product Knowledge**: Maintain a thorough understanding of Proton products, services, and promotions to provide accurate and helpful information to customers.
- **Feedback and Reporting**: Collect and report customer feedback to help identify trends and opportunities for product improvements or service enhancements.
- **Documentation**: Accurately log customer interactions and transactions in our CRM system, ensuring that records are maintained for quality assurance and follow-up purposes.
- **Collaboration**: Work closely with other departments, including customer service and sales teams, to ensure a seamless customer experience from initial inquiry through resolution.
- **Process Improvement**: Contribute suggestions for improving processes and enhancing the efficiency of live chat operations, including system enhancements and workflow optimization.
- **Performance Metrics**: Meet or exceed departmental performance metrics, including response time, customer satisfaction ratings, and resolution rates.
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### Requirements
**Experience and Qualifications**:
- Minimum of 3 years of experience in a customer service role, with a focus on live chat or online communication.
- Proven track record of providing excellent customer service and achieving high levels of customer satisfaction.
- Familiarity with CRM systems and live chat software.
**Personality Traits**:
- **Confident**: Ability to communicate effectively and authoritatively, inspiring trust in customers.
- **Driven**: Self-motivated and results-oriented, with a strong desire to meet and exceed targets.
**Soft Skills**:
- **Attention to Detail**: Strong ability to focus on details and ensure accuracy in all customer interactions and documentation.
- **People Management**: Excellent interpersonal skills with the ability to manage conversations and build rapport quickly with diverse customer profiles.
**Technical Skills**:
- Proficient in using multiple computer applications simultaneously, with strong typing and multitasking abilities.
- Familiarity with digital communication tools and customer support technologies.
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### Benefits
- **Employee Discounts**: Enjoy exclusive discounts on Proton products and services.
- **Travel & Spending Expenses**: Reimbursement for travel and related expenses when required for work purposes.
- **Visa Sponsorship**: Support for visa and relocation processes for eligible candidates.
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### Working Environment
Join Proton Holdings Berhad, a company that pioneers change and sets industry benchmarks. We pride ourselves on fostering an inclusive and innovative workplace where your contributions are valued and encouraged. As part of our team, you will play an integral role in creating exceptional customer experiences that define our brand.
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### Equal Opportunity Statement
Proton Holdings Berhad is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We celebrate diversity and are dedicated to creating an environment where all employees feel respected, valued, and empowered to contribute to our success.
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If you are a driven individual with a passion for customer service and a desire to make a difference, we invite you to apply for the position of Online Live Chat Specialist by submitting your resume and cover letter by **October 21, 2024**. We look forward to connecting with you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
