**Job Title:** Remote Chat Support Associate
**Company:** Sunway Group
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4+
### Job Description
Sunway Group, a leading company committed to innovation and excellence, is seeking a skilled and dedicated **Remote Chat Support Associate** to join our dynamic customer support team. In this part-time position, you will be instrumental in providing exceptional customer service through live chat interactions. The ideal candidate possesses a resourceful mindset, is independent, and has a knack for building rapport with diverse clients.
### Key Responsibilities
- **Customer Interaction:**
Engage with customers via live chat to address inquiries, resolve issues, and provide product or service information in a timely and friendly manner.
- **Issue Resolution:**
Identify customer needs and offer solutions using problem-solving skills and product knowledge. Follow up on unresolved issues and ensure a high level of customer satisfaction.
- **Documentation:**
Record and track customer interactions, feedback, and resolutions in our Customer Relationship Management (CRM) system accurately and promptly.
- **Collaboration:**
Work closely with team members and other departments to escalate issues, share insights and collaborate on strategies to enhance the overall customer experience.
- **Performance Metrics:**
Monitor and meet established performance metrics including response time, customer satisfaction scores, and chat resolution rates.
- **Feedback Mechanism:**
Gather customer feedback and communicate insights to the management team to help in refining processes and enhancing service offering.
- **Knowledge Management:**
Contribute to the internal knowledge base by documenting common queries and efficient resolutions.
- **Training and Development:**
Participate in ongoing training sessions and workshops to enhance customer service skills and product knowledge.
### Requirements
- **Experience:**
Minimum of 4 years in a customer support or chat support role, preferably in a remote setting.
- **Education:**
A diploma or degree in a relevant field is preferred, but not mandatory based on experience.
- **Skills:**
- Proficient in using chat support software and CRM systems.
- Strong typing skills and the ability to manage multiple conversations simultaneously.
- Excellent written communication skills in English; proficiency in additional languages is a plus.
- **Personality Traits:**
- Independent: Ability to work autonomously with minimal supervision.
- Resourceful: Skillful in finding solutions and information quickly, using available resources effectively.
- **Soft Skills:**
- People Management: Strong interpersonal skills; ability to interact positively with diverse individuals and manage customer relationships effectively.
- Persuasion: Ability to influence customer decisions and effectively communicate solutions that meet their needs.
### Benefits
- Competitive hourly rate with paid overtime opportunities.
- Visa sponsorship available for qualified candidates.
- Parental leave to support work-life balance.
### Working Environment
Join a vibrant and inclusive team that fosters a global village mentality. Collaborate with colleagues worldwide to provide outstanding customer support. Embrace flexible work conditions that promote a healthy work-life balance.
### Application Deadline
Please submit your application by **September 21, 2024** to be considered for this exciting opportunity.
### Equal Opportunity Statement
Sunway Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other legally protected characteristic.
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If you are a motivated individual who enjoys helping others and wants to be part of a supportive and fast-paced work environment, we encourage you to apply for the Remote Chat Support Associate position at Sunway Group today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
