**Job Title: Online Support Assistant**
**Company: QSR Brands**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 2**
**Position Overview:**
QSR Brands is seeking an energetic and driven Online Support Assistant to join our dynamic team in George Town, Penang. In this role, you will be pivotal in ensuring our online customers receive exceptional support and assistance. Your key responsibilities will involve managing inquiries, resolving issues, and promoting an outstanding customer experience. The position calls for a detail-oriented individual who thrives in a fast-paced environment and is passionate about exceeding customer expectations.
**Key Responsibilities:**
- **Customer Interaction:** Respond promptly and professionally to customer inquiries across various online channels, including email, live chat, and social media platforms.
- **Problem Resolution:** Utilize critical thinking skills to analyze customer concerns and provide effective and timely solutions, ensuring high customer satisfaction.
- **Order Management:** Assist customers with order-related queries such as tracking, returns, exchanges, and payment issues while maintaining accurate records of all interactions.
- **Product Knowledge:** Maintain an in-depth understanding of QSR Brands' products and services to provide accurate information and recommendations to customers.
- **Negotiation:** Engage with customers to negotiate resolutions that uphold company policies while satisfying customer needs and expectations.
- **Feedback Collection:** Collect and analyze customer feedback to identify trends and areas for improvement in our services and products.
- **Team Collaboration:** Collaborate with other team members and departments to escalate complex issues and contribute to continuous improvement initiatives.
- **Documentation:** Maintain organized records of customer interactions and issues, updating internal systems accordingly to ensure a smooth flow of information.
- **Performance Metrics:** Aim to meet and exceed individual and team performance targets, such as response times and customer satisfaction scores.
**Requirements:**
- **Experience:** Minimum of 2 years experience in a similar role or customer support environment.
- **Education:** High school diploma or equivalent; a degree in business administration or related field is a plus.
- **Communication Skills:** Excellent verbal and written communication skills in English; proficiency in Malay or Mandarin is an advantage.
- **Problem-Solving Skills:** Strong critical thinking and problem-solving abilities to assess situations and develop effective solutions quickly.
- **Soft Skills:** Energetic, driven personality with a passion for customer service; demonstrated negotiation skills to achieve win-win outcomes.
- **Technical Proficiency:** Comfortable using customer relationship management (CRM) software, live chat programs, and other relevant technology.
- **Time Management:** Ability to manage multiple tasks effectively while meeting deadlines in a busy environment.
- **Schedule Flexibility:** Willingness to work flexible hours, including evenings and weekends, as required.
**Benefits:**
- Paid sick leave
- Paid overtime
- Training & professional development opportunities
**Working Environment:**
At QSR Brands, we pride ourselves on creating a working environment that focuses on exceeding customer expectations and delivering delight. Our team thrives on collaboration, continuous learning, and innovation to provide the best service possible.
**Application Deadline:**
Please submit your application by October 6, 2024, to be considered for this exciting opportunity.
**Equal Opportunity Statement:**
QSR Brands 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
