**Job Title:** Web Chat Officer
**Company:** Petron Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Entry Level
**Years of Experience:** 1
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**Job Description:**
Petron Malaysia is seeking a dedicated and enthusiastic Web Chat Officer to join our dynamic team. This entry-level position is perfect for individuals with a passion for customer service and digital communication. As a Web Chat Officer, you will play a vital role in providing exceptional support to our customers through online chat interactions while building strong relationships with colleagues, clients, and partners.
**Key Responsibilities:**
- **Customer Interaction:**
Provide prompt and effective responses to customer inquiries received through our web chat platform while ensuring a friendly and professional tone.
- **Issue Resolution:**
Identify and resolve customer issues and complaints by collaborating with relevant departments to ensure customer satisfaction.
- **Product Knowledge:**
Maintain an in-depth understanding of Petron's products, services, and promotions to provide accurate information and enhance the customer experience.
- **Documentation:**
Log all customer interactions in the CRM system, ensuring adherence to company protocols while capturing customer feedback for continuous improvement.
- **Performance Metrics:**
Monitor and report on chat performance metrics, such as response times and customer satisfaction scores to support service quality enhancements.
- **Collaboration:**
Work closely with other team members and departments to streamline processes and ensure consistent messaging across all customer touchpoints.
- **Continuous Learning:**
Stay updated on industry trends and best practices in customer service and web communication to ensure service excellence.
- **Feedback Implementation:**
Gather and relay customer feedback to management to contribute to product and service enhancements.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree or equivalent in any field preferred, but not mandatory.
- Minimum of 1 year of experience in customer service or a related field.
- **Technical Skills:**
- Proficient in using web chat tools and CRM software.
- Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint) is a plus.
- **Personality Traits:**
- Passionate about providing excellent customer service.
- Confident in communicating effectively with customers and team members.
- **Soft Skills:**
- Strong attention to detail to ensure accuracy in responses and documentation.
- Excellent time management skills to balance multiple inquiries and prioritize tasks effectively.
**Benefits:**
- Remote work flexibility to help you balance work and personal life.
- Relocation allowance for successful candidates moving to Penang.
- Joining Bonus upon acceptance of the role.
**Working Environment:**
At Petron Malaysia, we foster a collaborative and supportive working atmosphere where building strong relationships with colleagues, clients, and partners is encouraged. We believe that teamwork is crucial to our success and actively promote an inclusive culture.
**Deadline to Apply:** September 20, 2024
**Equal Opportunity Statement:**
Petron Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other status.
If you are passionate about customer satisfaction and want to join a forward-thinking company, we encourage you to apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
