**Job Title: Web Chat Officer**
**Company:** SIRIM Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**About SIRIM Berhad:**
SIRIM Berhad is a leading organization dedicated to providing quality services, innovative solutions, and delivering impactful results across the industry landscape. We are committed to fostering a high-energy workplace where employees can thrive and succeed.
**Job Summary:**
As a Web Chat Officer, you will be an integral part of our customer engagement team, responsible for managing real-time conversations with customers via our web chat platform. You will play a crucial role in understanding customer needs, addressing inquiries, and providing solutions. Your ability to negotiate, think critically, and exhibit resilience will directly contribute to the overall customer experience and satisfaction.
**Key Responsibilities:**
- Engage with customers through our web chat platform, providing quick and informative responses to inquiries.
- Identify customer needs and recommend appropriate products/services to enhance their experience.
- Resolve customer issues efficiently, demonstrating strong negotiation skills to achieve satisfactory outcomes for both the customer and the company.
- Maintain an in-depth understanding of products, services, policies, and procedures to offer precise information and guidance.
- Monitor chat interactions for quality assurance and adherence to company standards, providing feedback for continuous improvement.
- Collaborate with team members and other departments to escalate complex issues and ensure timely resolution.
- Track and record customer interactions and feedback in the CRM system to enhance service delivery and customer satisfaction.
- Participate in regular training sessions and workshops to stay updated on best practices and industry trends.
- Help develop and implement strategies to improve web chat performance metrics and overall customer satisfaction scores.
**Requirements:**
- Minimum of 3 years of experience in customer service or a related field, preferably with web chat support.
- Proficient in using web-based communication tools and CRM software.
- Strong negotiation skills with a proven track record of resolving conflicts effectively.
- Excellent critical thinking skills to analyze issues and determine effective solutions promptly.
- Resilient personality, demonstrating dedication to providing exceptional service in a fast-paced environment.
- Active listener with a positive attitude and the ability to empathize with customers.
- Strong written communication skills and a keen eye for detail.
- Ability to work flexible hours, including potential weekends or evenings as required.
**Benefits:**
- Travel & spending expenses covered for relevant business activities.
- Retirement plan to secure your future.
- Paid Time Off (PTO) to ensure a healthy work-life balance.
**Working Environment:**
Join us in a high-energy workplace where you can achieve success while focused on delivering significant and impactful results. We value hard work, creativity, and the commitment of our employees.
**How to Apply:**
Interested candidates who meet the above requirements are encouraged to apply before the application deadline of **October 14, 2024**. Please submit your resume and a cover letter detailing your experience and explaining how your skills align with the role.
**Equal Opportunity Statement:**
SIRIM Berhad is an equal opportunity employer and embraces diversity. We are committed to creating an inclusive environment for all employees and applicants. 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
