**Job Description: Online Web Chat Specialist**
**Company:** Sapura Energy Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience Required:** 4
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**Overview:**
Sapura Energy Berhad, a leader in the energy sector, is seeking a dedicated and passionate Online Web Chat Specialist to join our team in Johor Bahru. This role is ideal for an independent individual who thrives in a dynamic and rapidly evolving environment. As an Online Web Chat Specialist, you will be the first point of contact for our clients, providing exceptional service and support via various online chat platforms. Your expertise and ability to connect with clients will be key to enhancing customer satisfaction and fostering positive relationships.
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**Key Responsibilities:**
1. **Customer Engagement:**
- Provide real-time support and information to customers through online chat channels.
- Address customer inquiries, resolve issues, and provide solutions in a timely and efficient manner.
- Foster strong relationships with clients by understanding their needs and delivering tailored support.
2. **Product Knowledge:**
- Maintain a deep understanding of Sapura Energy's products and services, ensuring accurate and comprehensive responses to customer inquiries.
- Continuously update knowledge of industry trends and new developments to provide clients with current information.
3. **Communication & Collaboration:**
- Effectively communicate and collaborate with other team members, departments, and external partners to achieve customer service goals.
- Participate in team meetings and contribute ideas to enhance the customer experience.
4. **Reporting & Analysis:**
- Monitor chat metrics and provide feedback to the management team regarding trends, issues, and areas for improvement.
- Maintain detailed records of customer interactions and report on customer feedback or recurring issues.
5. **Training & Development:**
- Engage in ongoing training to enhance skills and adapt to new technologies and systems.
- Provide feedback on training needs based on customer interactions.
6. **Problem Solving & Negotiation:**
- Use diplomatic negotiation skills to deescalate customer concerns and facilitate win-win solutions.
- Identify opportunities for upselling additional services or products based on customer needs.
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**Requirements:**
- **Education & Experience:**
- A minimum of 4 years of experience in a customer support, online chat, or similar role.
- A degree in a relevant field is preferred but not mandatory.
- **Skills:**
- Exceptional verbal and written communication abilities.
- Strong problem-solving skills and a keen analytical mindset.
- Proficient in using chat software and other communication tools.
- **Personality Traits:**
- Passionate about delivering excellent customer service and committed to continuous improvement.
- Independent and self-motivated; capable of managing tasks effectively with minimal supervision.
- **Soft Skills:**
- Excellent cooperation skills; ability to work effectively as part of a team.
- Strong negotiation skills; able to handle difficult conversations with tact and professionalism.
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**Benefits:**
- **Joining Bonus:** To welcome you to the Sapura Energy team.
- **Travel Opportunities:** Engage with international clients and projects.
- **Profit Sharing:** Participate in the company's success.
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**Working Environment:**
At Sapura Energy Berhad, we foster a supportive and collaborative working environment where you are encouraged to continuously learn and adapt. We believe in empowering our employees to stay ahead in a rapidly changing world.
**Deadline to Apply:** October 13, 2024
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**Equal Opportunity Statement:**
Sapura Energy Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and experiences to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
