**Job Title: Web Chat Assistant**
**Company: MR DIY Group**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
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**Job Overview:**
MR DIY Group is seeking a dynamic and resourceful Web Chat Assistant to join our team in George Town, Penang. This part-time position is ideal for an energetic individual who thrives in a fast-paced environment and is committed to providing exceptional customer service. The Web Chat Assistant will be responsible for managing customer inquiries via web chat and ensuring a positive experience for our clients.
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**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly and professionally to customer inquiries received through web chat.
- Engage with customers to provide information about products, services, and promotions.
2. **Problem Solving:**
- Resolve customer issues efficiently while maintaining a high level of customer satisfaction.
- Utilize critical thinking skills to analyze customer concerns and devise effective solutions.
3. **Product Knowledge:**
- Maintain a comprehensive understanding of MR DIY products and services to effectively assist customers.
- Keep up-to-date with new product releases and company promotions.
4. **Project Management:**
- Collaborate with team members on various projects aimed at improving the web chat experience for customers.
- Assist in documenting processes and customer feedback to enhance service delivery.
5. **Quality Assurance:**
- Monitor web chat performance metrics and participate in team meetings to discuss improvements and successes.
- Provide feedback on common customer inquiries and suggest enhancements to chat scripts and resources.
6. **Administrative Support:**
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Assist in generating reports related to customer feedback and web chat metrics.
7. **Training & Development:**
- Participate in ongoing training and development opportunities provided by the company.
- Share knowledge and best practices with peers to foster team growth and performance.
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**Requirements:**
- **Education & Experience:**
- Minimum of 3 years of experience in a customer service or web chat role.
- Previous experience in retail or e-commerce is preferred.
- **Technical Skills:**
- Proficiency in using customer relationship management (CRM) software and web chat applications.
- Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint).
- **Personality Traits:**
- Energetic and enthusiastic, with a positive attitude toward challenges.
- Resourceful and innovative in finding solutions to customer issues.
- **Soft Skills:**
- Strong project management capabilities, able to prioritize tasks and meet deadlines.
- Excellent critical thinking and problem-solving abilities.
- **Communication Skills:**
- Exceptional verbal and written communication skills in English; knowledge of Malay or Mandarin is a plus.
- Able to convey information clearly and effectively to diverse audiences.
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**Benefits:**
- Company transportation to facilitate commuting.
- Access to ongoing training and professional development programs.
- Potential travel opportunities for training and team-building events.
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**Working Environment:**
At MR DIY Group, we encourage calculated risk-taking to drive innovation and progress in our work. We believe that a supportive atmosphere fosters creativity and enhances teamwork, and we are dedicated to building a culture where all team members can thrive.
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**Application Deadline:**
To ensure consideration, please submit your application by October 31, 2024.
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**Equal Opportunity Statement:**
MR DIY Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, disability, or any other protected status.
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Join us at MR DIY Group as we redefine the customer experience through innovative solutions and exceptional service! We look forward to welcoming a new member to our team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.