**Job Title:** Remote Chat Support Officer
**Company:** Genting Group
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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**Job Description:**
Genting Group, a leading organization recognized for its excellence in the hospitality and gaming industry, is seeking a dedicated and proactive **Remote Chat Support Officer** to join our customer support team. This role is essential in ensuring our customers receive timely and effective assistance while maintaining the high standards of service that are associated with our brand. The successful candidate will work remotely, providing chat support to our clientele, addressing inquiries, and resolving issues to enhance overall customer satisfaction.
**Key Responsibilities:**
- **Customer Communication:** Provide prompt and professional chat support to customers. Address their inquiries, troubleshoot issues, and offer solutions effectively.
- **Service Quality Assurance:** Ensure that all interactions follow company standards and guidelines, maintaining consistency in tone and messaging.
- **Problem Solving:** Analyze customer concerns and feedback, utilizing critical thinking skills to diagnose issues and propose actionable solutions.
- **Project Management:** Collaborate with team members on various projects to enhance customer experience and streamline support processes. Maintain organization of tasks, deadlines, and deliverables.
- **Product Knowledge:** Develop a thorough understanding of company products and services to provide informed support and recommendations to customers.
- **Documentation:** Maintain accurate records of customer interactions, inquiries, and resolutions in our CRM system. Regularly update knowledge base articles to aid team members and improve service delivery.
- **Customer Feedback Review:** Conduct analysis of customer feedback and chat logs to identify trends and areas for improvement in service delivery.
- **Team Collaboration:** Work closely with cross-functional teams, including marketing, sales, and product development, to ensure customer needs are understood and addressed effectively.
- **Training Contribution:** Assist in the onboarding and training of new team members, sharing knowledge and best practices.
**Requirements:**
- **Education:** Bachelor's degree or equivalent experience in a relevant field preferred.
- **Experience:** Minimum of 3 years of experience in customer service, preferably in a chat support or online assistance role.
- **Technical Skills:** Proficiency with CRM systems, chat support software, and standard office applications (e.g., MS Office, Google Suite).
- **Personality Traits:**
- **Reliable:** Demonstrate consistent attendance and punctuality, effectively managing time and priorities.
- **Driven:** Exhibit a strong motivation to achieve performance targets and improve customer engagement continuously.
- **Soft Skills:**
- **Analytical Skills:** Ability to think critically and analyze situations to make sound decisions quickly.
- **Project Management:** Capable of managing multiple tasks effectively while meeting deadlines without compromising quality.
**Benefits:**
- Free accommodation
- Free food
- Paid sick leave
**Working Environment:**
At Genting Group, we promote equality and fairness for all employees. Our aim is to create a diverse and inclusive atmosphere where every team member feels valued and respected.
**Application Deadline:** Apply by ******** .
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**Equal Opportunity Statement:**
Genting Group 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 for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.