**Job Title:** Online Support Representative
**Company:** Maxis Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**Job Description:**
Maxis Berhad, a leading telecommunications provider, is seeking a dynamic and dedicated Online Support Representative to join our team. In this part-time role, you will provide high-quality customer support to our clients through various online platforms, facilitating efficient resolution of inquiries and enhancing customer satisfaction. The ideal candidate will possess a blend of technical aptitude and exceptional interpersonal skills, allowing them to thrive in a fast-paced environment.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers through email, chat, and social media channels, addressing inquiries, providing information, and resolving issues effectively and efficiently.
- **Issue Resolution:** Troubleshoot technical issues and service-related challenges that may arise, ensuring timely follow-up and resolution to provide an optimal customer experience.
- **Documentation and Reporting:** Maintain detailed and accurate records of customer interactions and outcomes, reporting recurring issues and customer feedback to the broader team for continuous improvement.
- **Research:** Engage in diligent research to gather comprehensive information on customer queries or issues, leveraging internal resources and databases to deliver accurate responses.
- **Collaboration:** Work closely with other departments to escalate complex issues and coordinate solutions, fostering a culture of teamwork and shared responsibility.
- **Knowledge Base Maintenance:** Contribute to the ongoing development of FAQs, guides, and other support documentation to improve efficiency and customer self-service options.
- **Product and Service Awareness:** Stay informed about our products, services, and promotional initiatives, enabling you to offer informed advice and solutions to customers.
- **Performance Metrics:** Meet or exceed key performance indicators (KPIs) including response times, resolution times, and customer satisfaction scores, demonstrating accountability and resilience.
- **Feedback Implementation:** Actively solicit and integrate customer feedback into support processes to enhance customer experience and service delivery.
**Qualifications and Requirements:**
- **Experience:** Minimum of 4 years of experience in customer support or a related field, preferably in the online or telecommunications sector.
- **Education:** Bachelor's degree or equivalent experience in a relevant field is highly desirable.
- **Technical Skills:** Proficiency with online customer support tools and platforms (e.g., Zendesk, Freshdesk) and the ability to navigate multiple software applications simultaneously.
- **Communication Skills:** Excellent verbal and written communication skills in both English and Malay (additional languages are a plus).
- **Personality Traits:**
- **Resilient:** Demonstrates the ability to handle stressful situations effectively and maintain a positive attitude.
- **Adaptable:** Quickly adjusts to new situations, challenges, and technologies.
- **Soft Skills:**
- **Research:** Strong research capabilities to explore solutions and best practices effectively.
- **Teamwork:** Proven ability to collaborate with teams across various departments, contributing to a positive and productive work environment.
**Benefits:**
- Visa sponsorship for eligible candidates
- Profit-sharing opportunities
- Company transportation assistance
**Working Environment:**
Join a progressive organization that transcends borders and promotes collaboration on a global scale. At Maxis Berhad, you will be part of a diverse team that values innovation, integrity, and inclusivity in every interaction.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Maxis 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 without regard to race, gender, disability, sexual orientation, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
