**Job Title:** Web Chat Officer
**Company:** Digi.Com Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Experience Required:** 3 Years
### Job Description
Digi.Com Berhad is seeking a dedicated and resourceful Web Chat Officer to join our dynamic team in Johor Bahru. As a Web Chat Officer, you will play a critical role in delivering exceptional customer service and support via our online chat platform. This part-time position is ideal for individuals who have a strong background in customer engagement and web communication, and who are passionate about using technology to enhance customer experiences.
### Responsibilities
- **Customer Engagement:**
Respond promptly to customer inquiries via the web chat platform, ensuring clear, concise, and helpful communication at all times. Strive to understand customer needs and provide accurate information about products and services.
- **Issue Resolution:**
Analyze customer issues and provide effective solutions swiftly. Utilize problem-solving skills to resolve complaints or technical difficulties.
- **Data Management:**
Maintain accurate records of customer interactions, issues, and resolutions in the designated systems. Analyze chat data to identify trends and relay insights to the management team to improve service delivery.
- **Collaboration:**
Work with other departments (such as technical support and sales) to facilitate seamless assistance and escalation of more complex issues when necessary.
- **Continuous Improvement:**
Participate in training sessions and remain updated on product knowledge, company policies, and customer support best practices. Provide feedback and suggestions to improve web chat processes.
- **Project Management:**
Assist in the deployment of new chat features and enhancements. Participate in project discussions ensuring a customer-centric approach is maintained throughout the development process.
- **Reporting:**
Generate reports on chat interaction statistics and customer satisfaction ratings, presenting findings during team meetings. Use analytical skills to drive improvements based on these insights.
- **Ethical Conduct:**
Uphold the highest standards of ethical conduct and integrity, ensuring that personal customer information is handled responsibly and in compliance with relevant regulations.
### Requirements
- **Experience:**
Minimum of 3 years of experience in a customer service role, with a focus on online communications. Previous experience in a web chat environment is preferred.
- **Education:**
A bachelor's degree in Communication, Business, or a related field is advantageous but not mandatory.
- **Technical Skills:**
Proficiency in using customer relationship management (CRM) software and online chat tools. Familiarity with data analysis tools is a plus.
- **Personality Traits:**
- **Dedicated:** Committed to providing excellent service and striving to meet customer satisfaction goals.
- **Resourceful:** Ability to think critically and creatively when addressing customer inquiries and challenges.
- **Soft Skills:**
- **Analytical Skills:** Strong ability to assess customer needs and adapt approaches accordingly.
- **Project Management:** Effective organizational skills with experience managing multiple tasks and deadlines simultaneously.
### Benefits
- Competitive salary
- Dental insurance
- Disability insurance
- Visa sponsorship for qualified candidates
### Working Environment
At Digi.Com Berhad, we uphold the highest standards of ethical conduct and integrity. We foster a collaborative and inclusive workplace where diversity is celebrated and everyone is encouraged to contribute their ideas and talents.
### Equal Opportunity Statement
Digi.Com 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, sexual orientation, national origin, genetics, disability, age, or veteran status.
### Application Deadline
To be considered for this opportunity, please submit your application by October 14, 2024.
Join us at Digi.Com Berhad and be a vital part of enhancing customer experiences through innovative communication solutions!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
