**Job Title: Web Chat Associate**
**Company: PPB Group Berhad**
**Location: George Town, Penang, MY**
**Job Type: Full-time**
**Seniority: Entry Level**
**Years of Experience: 1**
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**Job Description:**
PPB Group Berhad is seeking a dedicated and enthusiastic Web Chat Associate to join our team in George Town, Penang. This is an exciting opportunity for an individual looking to advance their career in customer service and support. As a Web Chat Associate, you will play a pivotal role in delivering exceptional customer service through our chat platform, engaging with clients in real-time to address their queries and concerns.
**Key Responsibilities:**
- **Customer Support:** Provide real-time support via web chat for customers, addressing inquiries regarding products and services, order status, and troubleshooting issues.
- **Problem Solving:** Utilize your problem-solving skills to identify customer issues, develop solutions, and escalate complex cases to the appropriate departments as necessary.
- **Data Entry and Management:** Accurately document customer interactions, feedback, and resolutions in the system to maintain comprehensive records.
- **Collaboration:** Work closely with team members and other departments, including Sales and Technical Support, to ensure a seamless customer experience. Engage in regular team meetings to share insights and best practices.
- **Product Knowledge:** Develop a thorough understanding of the company's products and services to effectively address customer inquiries and contribute to overall product improvements.
- **Performance Monitoring:** Regularly monitor chat performance metrics, including response time, resolution time, and customer satisfaction scores. Strive to meet or exceed performance targets set by the management.
- **Training and Development:** Participate in ongoing training sessions to enhance your skills and knowledge, and contribute to training new staff members when necessary.
**Requirements:**
- **Education:** A minimum of a high school diploma or equivalent; a bachelor's degree in Business, Communication, or a related field is a plus.
- **Experience:** At least 1 year of experience in a customer service or support role is preferred.
- **Soft Skills:**
- Teamwork: Ability to work collaboratively within a team in a dynamic environment.
- Project Management: Basic understanding of project management principles to help coordinate tasks efficiently.
- **Personality Traits:**
- Resilient: Capable of handling difficult situations and maintaining a positive attitude.
- Motivated: Proactive in your approach to work, with a strong desire to achieve personal and team goals.
- **Technical Skills:** Proficient in using computers and chat support software; familiarity with CRM systems is an advantage. Ability to learn new software quickly.
- **Communication Skills:** Excellent verbal and written communication skills in English; knowledge of additional languages is a bonus.
- **Availability:** Flexibility to work in shifts, including weekends and public holidays, as required.
**Benefits:**
- Competitive salary with opportunities for bonuses.
- Retirement plan and profit-sharing options.
- Comprehensive medical coverage for employees.
- A positive and inclusive working environment that prioritizes diversity and belonging.
**Working Environment:**
PPB Group Berhad values diversity and inclusivity, striving to create a culture of belonging. We encourage applicants from all backgrounds and experiences to apply, ensuring that our workforce reflects the varied communities we serve.
**Application Deadline: ******** **
**Equal Opportunity Statement:**
PPB Group 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, sex, national origin, disability, or any other characteristic protected by law.
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If you are a motivated individual who thrives in a dynamic environment and possesses a passion for customer service, we encourage you to apply for the position of Web Chat Associate. Join us at PPB Group Berhad and become a part of our mission to deliver outstanding service to our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
