**Job Title:** Online Web Chat Associate
**Company:** Hartalega Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Experience Required:** 2 years
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**Job Description:**
Hartalega Holdings Berhad, a leader in the manufacturing of personal protection products, is seeking a dynamic and motivated Online Web Chat Associate to join our team in Johor Bahru. This part-time role is designed for individuals who thrive in a fast-paced environment and have a passion for customer service. The ideal candidate will possess exceptional communication skills, technical expertise, and a proactive approach to problem-solving.
**Key Responsibilities:**
- **Customer Engagement:** Provide exceptional customer service through real-time online web chat, assisting customers with inquiries, product information, and resolving concerns in a timely manner.
- **Product Knowledge:** Maintain a comprehensive understanding of Hartalega's products and services to provide accurate information and support to customers.
- **Problem Solving:** Assess customer issues and escalate matters as needed, ensuring that all customer queries are resolved satisfactorily and efficiently.
- **Documentation:** Accurately document customer interactions in the CRM system, ensuring that all records are complete and up-to-date.
- **Collaboration:** Work closely with cross-functional teams, including sales, marketing, and technical support, to share customer feedback and contribute to continuous improvement initiatives.
- **Adaptability:** Adjust approach based on customer demeanor and feedback, demonstrating flexibility and responsiveness during all interactions.
- **Performance Metrics:** Meet and exceed performance metrics related to chat response times, customer satisfaction ratings, and issue resolution.
- **Feedback Loop:** Provide insights and suggestions for enhancing the chat experience and improving service quality based on customer interactions and trends.
- **Trend Analysis:** Monitor and report on customer inquiry trends to help inform product development and marketing strategies.
**Requirements:**
- **Experience:** Minimum 2 years of experience in a customer service role, preferably in an online chat environment.
- **Technical Proficiency:** Familiarity with web chat software, CRM systems, and basic troubleshooting for common technical issues.
- **Personality Traits:**
- Independent: Ability to work autonomously while managing time efficiently.
- Energetic: A positive attitude and high energy level to foster engaging interactions with customers.
- **Soft Skills:**
- Adaptability: Able to shift strategies and approaches to meet diverse customer needs.
- Negotiation: Strong negotiation skills to guide customers toward suitable solutions while meeting company objectives.
- **Communication:** Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- **Availability:** Flexible availability to accommodate varying shifts, including evenings and weekends.
**Benefits:**
- **Relocation Allowance:** Financial support for candidates who reside outside of Johor Bahru and are willing to relocate.
- **Travel Opportunities:** Potential travel for training and professional development purposes.
- **Company Equipment:** Provision of necessary company equipment to facilitate a seamless working environment.
**Working Environment:**
You will be joining a forward-thinking organization that leverages cutting-edge technology to drive innovation and efficiency. Our team is dedicated to continuous improvement and fostering a culture of collaboration.
**Application Deadline:** ********
Hartalega Holdings Berhad is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status. We encourage applicants from all backgrounds to apply.
If you are a proactive and customer-oriented individual looking for a part-time opportunity to make an impact, we invite you to submit your application today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
