**Job Title:** Web Chat Assistant - Work from Home
**Company:** Westports Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
### Job Description
Westports Holdings Berhad is seeking a dedicated and self-motivated Web Chat Assistant to join our team in a part-time capacity. As a Web Chat Assistant, you will be the first point of contact for our customers through live chat, providing them with exceptional support and assistance. This role necessitates employees who are resilient and passionate about delivering outstanding customer service.
### Key Responsibilities
- **Customer Engagement:** Respond promptly and professionally to customer inquiries via live chat, ensuring clear and helpful communication. You will handle a variety of customer concerns, ranging from basic inquiries to complex problem-solving situations.
- **Problem-Solving and Analysis:** Analyze customer needs and situations effectively to provide tailored resolutions. You'll be responsible for investigating issues and detailing findings to optimize customer satisfaction.
- **Documentation of Interactions:** Maintain detailed records of customer interactions, transactions, comments, and complaints using a designated tracking system to identify trends and areas for improvement.
- **Feedback Loop:** Collaborate with the quality assurance team to provide insights gained from customer interactions that can enhance service delivery and product offerings.
- **Continuous Learning:** Stay updated on company products, services, and policies to ensure accurate information is provided. Participate in ongoing training sessions as necessary to improve skills and capabilities.
- **Team Collaboration:** Work closely with other team members, sharing insights and strategies to create an effective service environment. Attend regular team meetings to discuss performance metrics and customer feedback.
- **Cultural Advocate:** Promote a diverse and inclusive work culture by respecting customers of all backgrounds and facilitating a welcoming environment for all.
### Requirements
- **Education:** A minimum of a Bachelor's degree or equivalent experience in a relevant field.
- **Experience:** At least 4 years of experience in a customer service role, preferably in an online or digital environment.
- **Technical Skills:** Familiarity with live chat software, customer relationship management (CRM) systems, and basic computer skills. Proficiency in using multiple online platforms efficiently.
- **Personality Traits:**
- **Resilient:** Ability to handle challenging situations with grace, maintaining professionalism in fast-paced environments.
- **Passionate:** A strong commitment to providing high-quality service and contributing to a customer-centric culture.
- **Soft Skills:**
- **Analytical Ability:** Strong analytical skills to assess customer situations, identify underlying issues, and provide effective solutions.
- **Emotional Intelligence:** Demonstrated ability to understand customer emotions and respond accordingly, fostering a strong rapport and ensuring satisfaction.
### Benefits
- Disability Insurance
- Medical Coverage
- Relocation Allowance
### Working Environment
At Westports Holdings Berhad, we pave the way for diversity and inclusivity, creating a culture of belonging. We believe that a diverse workforce enhances our ability to serve our customers and drive success.
### Application Process
If you are passionate about customer service and possess the desired skills and qualities, we invite you to apply for the Web Chat Assistant position. Please submit your resume and a cover letter demonstrating your relevant experience by the deadline of **October 16, 2024**.
### Equal Opportunity Statement
Westports Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all individuals regardless of race, gender, sexual orientation, age, disability, or any other dimension of diversity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
