**Job Title:** Remote Web Chat Representative
**Company:** Telekom Malaysia Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 3
### **Job Description:**
Telekom Malaysia Berhad is seeking a dedicated and motivated Remote Web Chat Representative to join our dynamic team. In this role, you will serve as a primary point of contact for our customers via web chat, providing exceptional support and promoting a positive customer experience. Your ability to effectively communicate, address inquiries, and represent our brand will be crucial in delivering satisfactory resolutions to our customers.
### **Key Responsibilities:**
- **Customer Support:** Engage with customers through web chat to respond to inquiries, troubleshoot issues, and provide information regarding Telekom Malaysia services and products.
- **Issue Resolution:** Identify and address customer concerns, ensuring that all questions are answered and problems are resolved in a timely manner.
- **Product Knowledge:** Maintain and update your knowledge of our products, services, and any ongoing promotions to provide accurate information to customers.
- **Data Entry:** Accurately log customer interactions and update relevant databases with customer feedback, queries, and complaint resolutions.
- **Referral Management:** Identify opportunities to elevate complex issues to the relevant departments and work as a liaison to ensure quick resolutions.
- **Quality Assurance:** Adhere to company policies and procedures while maintaining high-quality customer service standards. Continuously strive for improvement in personal performance metrics.
- **Strategic Planning Assistance:** Participate in initiatives to enhance the web chat experience and streamline processes to improve overall customer satisfaction.
- **Collaboration:** Work closely with team members and other departments to share insights from customer interactions that may influence product or process improvements.
- **Presentation Duties:** Prepare and provide clear and informative reports on chat interactions and outcomes to management as needed for performance reviews and strategy discussions.
### **Requirements:**
- **Education:** A bachelor's degree or equivalent experience preferred.
- **Experience:** Minimum of 3 years in a customer service role, preferably in a web chat or live chat environment.
- **Technical Proficiency:** Comfortable using various chat software systems and CRM tools. Basic knowledge of HTML and web development principles is a plus.
- **Personality Traits:**
- **Motivated:** Self-driven and willing to exceed targets and expectations.
- **Dedicated:** Committed to delivering the best customer service and supporting team goals.
- **Soft Skills:**
- **Strategic Planning:** Ability to think critically and creatively to improve customer experiences and processes.
- **Presentation Skills:** Aptitude for articulating ideas effectively and presenting insights clearly to colleagues and stakeholders.
### **Benefits:**
- **Retirement Plan:** Secure your future with our comprehensive retirement plan.
- **Dental Insurance:** Enjoy dental coverage to promote your overall health.
- **Free Accommodation:** Benefit from complimentary accommodation, helping you maintain work-life balance.
### **Working Environment:**
At Telekom Malaysia Berhad, we prioritize employee well-being through various health and wellness initiatives. Our remote team enjoys a flexible working environment that fosters personal and professional growth.
### **Application Deadline:**
Please submit your application by **October 16, 2024**.
### **Equal Opportunity Statement:**
Telekom Malaysia 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.
Join us in delivering exceptional customer support while developing your career in a supportive and engaging work environment. We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
