**Job Title: Remote Live Chat Officer**
**Company: Malaysia Airlines Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Application Deadline: ******** **
**About Us:**
Malaysia Airlines Berhad is committed to providing an exceptional travel experience for our customers, powered by a dedicated team of professionals. We foster a culture that encourages creativity and motivation while inspiring greatness within our team. We are currently seeking a Remote Live Chat Officer to join our team and enhance our customer service experience.
**Job Summary:**
As a Remote Live Chat Officer, you will serve as a crucial link between Malaysia Airlines and our customers, providing real-time support through our live chat platform. Your primary responsibility will be to assist customers with inquiries, resolve issues, and facilitate a seamless travel experience. This part-time position requires adaptability, confidence, and exceptional communication skills to effectively engage with a diverse clientele.
**Key Responsibilities:**
- **Customer Support**: Respond promptly and accurately to customer inquiries via live chat, ensuring a high level of satisfaction and engagement.
- **Issue Resolution**: Identify and resolve customer issues efficiently by utilizing critical thinking to assess situations and provide effective solutions.
- **Product Knowledge**: Maintain comprehensive knowledge of Malaysia Airlines' services, promotions, policies, and procedures to provide accurate information to customers.
- **Feedback & Improvement**: Collect customer feedback and propose improvements to internal processes and systems based on insights gained during customer interactions.
- **Collaboration**: Work closely with cross-functional teams, including operations and marketing, to ensure customer needs are met in a timely manner.
- **Documentation**: Accurately document customer interactions in the CRM system, ensuring all details are logged for future reference and reporting.
- **Performance Metrics**: Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution.
- **Continuous Improvement**: Participate in training sessions and workshops aimed at enhancing customer engagement skills and product knowledge.
**Requirements:**
- **Education**: Bachelor's degree in a related field or equivalent experience.
- **Experience**: A minimum of 3 years of experience in customer service or a related role, preferably in the travel industry.
- **Technical Skills**: Proficient in using live chat software, CRM systems, and other customer service tools.
- **Personality Traits**:
- Confident: Ability to engage with customers assertively and comfortably, showcasing a positive attitude.
- Adaptable: Willingness to adjust to changing priorities and customer needs in a fast-paced environment.
- **Soft Skills**:
- **Critical Thinking**: Strong analytical skills to assess situations and come up with effective solutions.
- **Strategic Planning**: Ability to think strategically about customer interactions and contribute to broader business objectives.
- **Communication Skills**: Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- **Availability**: Flexibility to work part-time hours, including evenings and weekends as required.
**Benefits:**
- Free meals while on duty.
- Training and professional development opportunities to enhance your skill set and career growth.
- Relocation allowance for candidates willing to move to George Town, Penang.
**Working Environment:**
Join a dynamic work environment that sparks creativity and motivation, leading to professional growth and satisfaction. Our culture encourages collaboration, innovation, and making an impact in the travel industry.
**Equal Opportunity Statement:**
Malaysia Airlines 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.
**How to Apply:**
Interested candidates are encouraged to submit their applications by the deadline of ******** . Please include your resume along with a cover letter outlining your experience and why you are the ideal candidate for this position.
We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
