**Job Title:** Online Support Representative
**Company:** Tenaga Nasional Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
Tenaga Nasional Berhad, a leader in the energy sector, is seeking a dedicated and motivated Online Support Representative to join our dynamic team in Johor Bahru. This part-time role provides an opportunity to work in a challenging yet rewarding environment that values innovative thinking and bold ideas. The primary responsibility is to offer exceptional customer support online, ensuring that our clients receive timely and accurate assistance.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond to customer inquiries through various online channels including email, chat, and social media in a timely and professional manner.
- Provide accurate information about our services, policies, and procedures to enhance customer satisfaction.
- Actively listen to customer issues and concerns, demonstrating empathy and understanding.
2. **Issue Resolution:**
- Identify and escalate complex issues to appropriate departments while ensuring clear documentation of customer interactions.
- Work collaboratively with cross-functional teams to resolve customer problems efficiently and effectively.
- Follow up with customers after issue resolution to ensure continued satisfaction.
3. **Documentation and Reporting:**
- Maintain detailed records of customer interactions and transactions in the customer service database.
- Generate reports on customer feedback and service trends to assist in team performance evaluations and strategy improvements.
4. **Quality Assurance:**
- Ensure adherence to company policies and procedures in all customer interactions.
- Participate in regular training sessions to enhance product knowledge and customer service skills.
5. **Continuous Improvement:**
- Contribute innovative ideas to improve the customer service process and enhance the overall customer experience.
- Provide constructive feedback to management regarding customer concerns and suggestions for service enhancements.
**Requirements:**
- **Experience:**
- Minimum of 3 years in a customer service role, preferably in an online support environment.
- **Skills:**
- Strong proficiency in using customer support software and online communication tools.
- Excellent verbal and written communication skills in English; proficiency in Malay and/or Mandarin is a plus.
- Keen attention to detail to ensure accurate information and service delivery.
- **Personality Traits:**
- Highly motivated and driven to achieve personal and team targets.
- Ability to stay calm and positive under pressure, demonstrating resilience in challenging situations.
- **Soft Skills:**
- Exceptional problem-solving skills and a strong desire to help customers.
- Ability to think creatively and innovatively, proposing new solutions to improve service quality.
**Benefits:**
- Competitive hourly wage with paid overtime.
- Company-provided equipment (laptop, headset, etc.) for remote work.
- Opportunities for travel for training sessions and team-building activities.
**Working Environment:**
At Tenaga Nasional Berhad, we embrace a culture that challenges norms and encourages bold thinking. We believe that every employee's contribution is valuable, and we foster an inclusive environment where diverse ideas can flourish.
**Deadline to Apply:** October 24, 2024.
**Equal Opportunity Statement:**
Tenaga Nasional 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 identities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.