**Job Title:** Online Web Chat Assistant
**Company:** Nestlé Malaysia
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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**Job Description:**
Nestlé Malaysia is seeking a dedicated and motivated Online Web Chat Assistant to join our dynamic team in Johor Bahru. As a key player in our customer service operations, you will be responsible for engaging with customers through online chat platforms, providing support and information about our products, services, and brand initiatives. This role requires a personable individual who enjoys solving problems and providing exceptional customer experiences in a fast-paced environment.
**Key Responsibilities:**
- **Customer Interaction:**
- Manage incoming customer inquiries through online chat with professionalism and a friendly demeanor.
- Deliver accurate information regarding products, services, and company policies while addressing customer concerns effectively and empathetically.
- **Research & Problem Solving:**
- Conduct thorough research to provide detailed responses to customer inquiries and effectively resolve issues.
- Utilize available resources and tools to identify the causes of customer issues and implement appropriate solutions.
- **Data Management:**
- Maintain systematic records of customer interactions, feedback, and product inquiries to enable continuous improvement of services.
- Report and analyze common customer issues to help enhance product development and customer satisfaction strategies.
- **Team Collaboration:**
- Work collaboratively with other departments, such as marketing and product development, to relay customer feedback and promote new product offerings.
- Participate in team meetings to discuss best practices and contribute ideas for enhancing customer engagement.
- **Continuous Learning & Development:**
- Stay updated on product knowledge and industry trends to provide relevant and accurate information to customers.
- Engage in training sessions and workshops to improve chat handling skills and product knowledge.
**Requirements:**
- **Experience & Education:**
- A minimum of 3 years of experience in a customer service role, preferably in an online or chat support environment.
- A diploma or degree in Communications, Marketing, Business Administration, or a related field is preferred.
- **Technical Skills:**
- Proficiency in online chat platforms and customer relationship management (CRM) systems.
- Ability to navigate various digital communication tools; strong typing skills (minimum of 40 wpm) are essential.
- **Personality Traits:**
- Highly motivated and driven with a strong work ethic.
- Independent thinker who takes initiatives and demonstrates ownership of responsibilities.
- **Soft Skills:**
- Exceptional research skills to gather relevant data and information quickly.
- Strong people management skills with the ability to empathize and interact effectively with a diverse range of customers.
- **Language Proficiency:**
- Fluent in English; proficiency in Malay and/or Mandarin will be an added advantage.
**Benefits:**
- Free accommodation to ensure a comfortable living arrangement.
- Travel opportunities for professional development and company events.
- Disability insurance to promote employee well-being and assurance.
**Working Environment:**
At Nestlé Malaysia, we encourage autonomy and independence among our employees. We trust our team members to excel in their roles by promoting a culture that fosters growth and development. We value each contribution and continually seek to enhance our working environment to support personal and professional success.
**Application Deadline:** October 13, 2024
**Equal Opportunity Statement:**
Nestlé Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds and experiences to apply, recognizing that diverse perspectives enhance our ability to serve our customers better.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
