**Job Title:** Web Chat Assistant - Work from Home
**Company:** Kossan Rubber Industries Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Company Overview:**
Kossan Rubber Industries Berhad is a leading manufacturer of rubber products, committed to innovation and quality in our offerings. We pride ourselves on promoting equality, fairness, and a collaborative working environment that empowers our employees to succeed. As part of our dynamic team, you will contribute to our mission of excellence while enjoying a supportive and flexible working atmosphere.
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**Job Overview:**
We are seeking a driven and energetic individual to join our team as a Web Chat Assistant. This part-time position allows you to work from home, providing support to our customers through various online chat platforms. The ideal candidate will have a demonstrated ability to manage multiple tasks efficiently while delivering exceptional customer service.
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**Key Responsibilities:**
1. **Customer Support:**
- Serve as the first point of contact for customers initiating web chat inquiries, responding promptly and professionally to inquiries related to products, services, and account management.
- Troubleshoot customer issues and provide effective solutions while ensuring customer satisfaction.
2. **Communication:**
- Maintain clear, concise, and positive communication with customers via chat, ensuring an informative and engaging conversational style.
- Document customer interactions and feedback in our CRM system for record-keeping and quality assurance.
3. **Project Management:**
- Assist in managing chat-focused projects, including promotional campaigns and feedback collection, ensuring goals are met within deadlines.
- Collaborate with cross-functional teams to enhance user experience and streamline processes related to customer engagement.
4. **Reporting:**
- Generate and analyze performance reports to understand customer inquiries' trends and facilitate continuous improvement initiatives.
- Provide insights and suggestions for improving the web chat process and enhancing overall customer service.
5. **Continuous Learning:**
- Stay updated on product knowledge, industry trends, and best practices in customer service and chat support to accurately guide customers.
- Participate in training sessions and team meetings to share knowledge and optimize performance.
6. **Collaboration:**
- Work closely with the marketing and sales teams to ensure a consistent and positive branding message is conveyed through chat interactions.
- Provide feedback to management regarding common questions, concerns, or suggestions from customers to improve services.
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**Qualifications:**
- **Education:** Minimum Diploma or Equivalent; Bachelor's degree preferred.
- **Experience:** At least 4 years of relevant experience in customer service, with a strong background in web chat support preferred.
- **Skills:**
- Strong project management skills with the ability to prioritize tasks.
- Excellent verbal and written communication skills.
- Proficient in using CRM systems and chat platforms.
- Understanding of customer service best practices and techniques.
**Personality Traits:**
- **Driven:** Motivated to achieve goals and support team objectives.
- **Energetic:** Enthusiastic and proactive in engagement with customers and colleagues.
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**Benefits:**
- **Free Accommodation:** Comfortable living arrangements while working with us.
- **Joining Bonus:** A one-time incentive bonus for joining our dynamic team.
- **Paid Sick Leave:** Supporting our employees' well-being when they need to take time off.
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**Working Environment:**
At Kossan Rubber Industries Berhad, we foster a work culture that embodies equality and fairness for all employees. We believe that diversity enhances our creativity and innovation, and we are committed to creating a workplace where everyone feels valued and respected.
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**Application Deadline:** October 21, 2024
**Equal Opportunity Statement:**
Kossan Rubber Industries 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: Apply on GrabJobs and you will be notified if shortlisted for the job.
