**Job Title:** Web Chat Associate - Work from Home
**Company:** Nestlé Malaysia
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
**About Nestlé Malaysia:**
Nestlé is the world's largest food and beverage company, dedicated to enhancing the quality of life through nutrition and wellness. At Nestlé Malaysia, we values diversity and inclusivity, fostering a vibrant environment where creativity thrives.
**Job Overview:**
As a Web Chat Associate at Nestlé Malaysia, you will be the first point of contact for our customers through our web chat platform. Your passion for delivering exceptional customer service, coupled with your resilience in challenging situations, will allow you to provide prompt and accurate responses to customer inquiries, ensuring a positive experience with our brand. This part-time role offers the flexibility to work from home while being part of a collaborative team that aims to inject joy and vibrancy into our work environment.
**Key Responsibilities:**
- Respond to customer inquiries via web chat in a timely and professional manner, ensuring a high level of customer satisfaction.
- Provide detailed and accurate information regarding our products, services, and promotions, ensuring customers are well-informed.
- Handle customer complaints and inquiries with empathy, utilizing negotiation skills to reach mutually beneficial resolutions.
- Collaborate with internal teams to resolve issues and provide feedback on customer concerns to improve service delivery.
- Maintain accurate records of customer interactions and transactions in the customer relationship management (CRM) system.
- Continuously enhance knowledge of our products and services to provide up-to-date and relevant information to customers.
- Contribute to team meetings and brainstorming sessions to share ideas on ways to improve customer experience and operational efficiency.
- Assist in assessing customer needs and preferences to tailor responses accordingly, promoting Nestlé's commitment to personalized service.
- Achieve individual and team performance targets related to customer satisfaction, response time, and resolution rates.
**Requirements:**
- Minimum 3 years of experience in a customer service role, preferably in an online or chat support environment.
- Strong written communication skills in English; proficiency in additional languages is a plus.
- Demonstrated ability to negotiate effectively and cooperate with diverse teams and customers.
- Passionate about customer service and committed to delivering an exceptional experience.
- Resilience and adaptability in overcoming challenges; ability to manage stress in a fast-paced environment.
- Familiarity with web chat platforms, CRM software, and standard customer service practices.
- A proactive approach to problem-solving and the ability to work independently with minimal supervision.
- Availability to work flexible hours, including evenings and weekends, as required.
**Benefits:**
- Employee discounts on Nestlé products.
- Vision insurance to support your eye health.
- Relocation allowance for candidates looking to move to Johor Bahru.
**Working Environment:**
At Nestlé Malaysia, we believe in creating a joyful and vibrant work environment. Encouragement, collaboration, and a commitment to excellence are at the heart of what we do. We celebrate diversity and foster a culture of respect, inclusion, and belonging.
**Application Deadline:**
Please submit your application by **September 29, 2024**.
**Equal Opportunity Statement:**
Nestlé Malaysia 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 at Nestlé Malaysia to help create a future where we enhance the quality of life through our exceptional products and services! We look forward to your application.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
