**Job Title:** Remote Web Chat Officer
**Company:** MISC Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
**Job Description:**
MISC Berhad, a leading player in the maritime and logistics sector, is seeking a dedicated and resourceful Remote Web Chat Officer to join our dynamic team. This is an excellent opportunity for individuals passionate about customer service and digital interaction, looking to contribute to a forward-thinking company while enjoying the flexibility of a remote working environment.
**Key Responsibilities:**
1. **Customer Engagement:**
- Actively manage and respond to customer inquiries via web chat in a timely and professional manner.
- Engage with customers to build rapport and trust while addressing their queries, concerns, and complaints effectively.
2. **Technical Support:**
- Provide accurate information about products, services, and procedures, ensuring customers receive the assistance they need.
- Troubleshoot common technical issues and guide customers through resolutions using effective problem-solving techniques.
3. **Service Improvement:**
- Identify customer needs and proactively offer solutions to enhance their experience.
- Collect feedback from chat interactions and collaborate with the management team to identify areas for improvement in the digital customer journey.
4. **Record Keeping & Reporting:**
- Maintain detailed records of customer interactions, transactions, and feedback in our customer relationship management (CRM) system.
- Prepare weekly and monthly reports on chat performance metrics and customer satisfaction levels.
5. **Collaboration:**
- Work closely with cross-functional teams, including marketing and product development, to ensure a cohesive approach to customer engagement.
- Participate in team meetings to discuss strategies and share insights for improving service delivery.
6. **Training & Development:**
- Stay updated with the latest industry trends and product knowledge to provide the best possible service.
- Assist in the onboarding and training of new team members by sharing knowledge and best practices.
**Requirements:**
- **Education:** Bachelor's degree in Business, Communications, or a related field preferred.
- **Experience:** Minimum 3 years of experience in customer service, preferably in a digital/online environment.
- **Technical Skills:** Proficiency in CRM software and web chat tools; familiarity with ticketing systems is a plus.
- **Personality Traits:**
- Independent: The ability to work autonomously and manage multiple tasks with minimal supervision.
- Dedicated: A strong commitment to delivering exceptional customer service and achieving personal and team goals.
- **Soft Skills:**
- Decision-Making: Able to evaluate options and make sound choices in fast-paced situations.
- People Management: Capable of managing customer relationships with empathy and professionalism.
- **Additional Requirements:**
- Excellent written communication skills, with a strong command of English (additional languages are a plus).
- Ability to work flexible hours, including evenings and weekends if necessary.
- Strong organizational skills and attention to detail.
**Benefits:**
- Comprehensive medical coverage to ensure the health and well-being of our employees.
- Visa sponsorship for qualified candidates to work with us.
- Profit-sharing opportunities to reward contributions to the company's success.
**Working Environment:**
At MISC Berhad, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. Our remote setup promotes flexibility, innovation, and personal accountability, enabling you to thrive in your role.
**Application Deadline:** October 31, 2024
**Equal Opportunity Statement:**
MISC Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.