**Job Title:** Remote Live Chat Officer
**Company:** UMW Holdings Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
UMW Holdings Berhad is seeking a dedicated and customer-oriented individual for the role of Remote Live Chat Officer. As part of our team, you will be pivotal in managing real-time customer interactions through our live chat platform, providing exceptional support while embodying our company's commitment to excellence and innovation. You will play a significant role in assisting our clients, contributing to our mission of pioneering change and setting industry benchmarks.
**Key Responsibilities:**
1. **Customer Engagement:**
- Manage and respond to incoming live chat inquiries with a professional and friendly demeanor within the established service level agreements.
- Accurately identify customer needs and resolve issues promptly to ensure customer satisfaction.
- Maintain a high level of product knowledge to effectively inform and assist customers.
2. **Problem Solving:**
- Utilize effective decision-making skills to assess situations, identify solutions, and communicate them clearly to customers.
- Escalate complex issues to supervisors when necessary, ensuring timely follow-up and resolution.
3. **Collaboration:**
- Work closely with team members and other departments to provide comprehensive customer support and improve service delivery.
- Participate in team meetings, sharing insights and contributing to team objectives.
4. **Reporting and Feedback:**
- Document live chat interactions accurately in the customer relationship management (CRM) system, ensuring all necessary information is recorded.
- Provide feedback on recurring customer issues and service trends to help enhance overall customer experience and service processes.
5. **Continuous Improvement:**
- Stay updated with product knowledge, industry trends, and best practices to continually improve personal performance and customer interactions.
- Actively participate in training sessions and workshops as required by the management.
**Requirements:**
- **Education & Experience:**
- A minimum of 3 years' experience in a customer service or support-related role, preferably in a remote or digital environment.
- High school diploma or equivalent; a degree in communication, business, or a related field is a plus.
- **Technical Skills:**
- Proficient in using live chat software, CRM systems, and standard office software applications.
- Familiarity with troubleshooting basic technical issues related to chat platforms.
- **Personality Traits:**
- Reliable and punctual, exhibiting a strong sense of responsibility towards tasks and commitments.
- Confident in communicating with customers, demonstrating assertiveness and professionalism.
- **Soft Skills:**
- Excellent decision-making skills, with the ability to assess situations quickly and take appropriate actions.
- Strong teamwork mindset, able to collaborate effectively in a remote environment to achieve collective goals.
**Benefits:**
- Paid sick leave
- Company equipment provided
- Dental insurance
**Working Environment:**
Join a forward-thinking company, UMW Holdings Berhad, where you can contribute to pioneering industry changes and establish best practices. Work remotely in a supportive environment that recognizes individual contributions and fosters growth.
**Deadline to Apply:** November 2, 2024
**Equal Opportunity Statement:**
UMW Holdings Berhad 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.
If you are passionate about customer service and have the skills and experience we are looking for, we encourage you to apply today!How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.