**Job Title:** Web Chat Officer - Remote Work
**Company:** Nestlé Malaysia
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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### Job Description
Nestlé Malaysia is seeking a dedicated and passionate Web Chat Officer to join our dynamic team in a part-time capacity. This is an exciting opportunity for individuals who are adaptable and eager to grow within a rapidly evolving environment. As a Web Chat Officer, you will play a crucial role in providing exceptional customer service and support through our online chat platform, ensuring a positive experience for our customers.
### Key Responsibilities
- **Customer Interaction:**
Serve as the primary point of contact via web chat for customer inquiries, complaints, and feedback. Provide timely and accurate information to resolve issues effectively.
- **Problem Solving:**
Employ strong analytical and problem-solving skills to identify customer needs, troubleshoot issues, and provide constructive solutions that improve customer satisfaction.
- **Knowledge Management:**
Maintain up-to-date knowledge of company products, services, and policies to ensure accurate information is provided to customers. Participate in continuous training and development programs to stay informed of changes.
- **Performance Metrics:**
Adhere to service level agreements (SLAs) and performance metrics, including response time and customer satisfaction scores. Analyze feedback to propose improvements in chat processes and customer interactions.
- **Collaboration:**
Work closely with various departments such as Customer Service, Sales, and Marketing to share insights from customer interactions and advocate for customer needs within the organization.
- **Adaptability and Learning:**
Continuously learn and adapt to new technologies, processes, and industry trends to enhance chat services. Contribute to the development of best practices to improve the overall customer experience.
- **Reporting:**
Accurately record customer interactions and maintain comprehensive records for future reference and analysis.
### Requirements
**Education & Experience:**
- Bachelor's degree or equivalent experience in a related field.
- A minimum of 3 years' experience in a customer service role, preferably in a digital environment.
**Personality Traits:**
- **Adaptable:** Ability to adjust to changing situations and handle multiple tasks in a fast-paced environment.
- **Passionate:** A motivated individual who genuinely cares about customer service and aims to contribute to a positive service experience.
**Soft Skills:**
- **Problem-Solving:** Exceptional critical thinking and resolution skills that enable effective handling of customer issues.
- **People Management:** Ability to connect with customers, demonstrating empathy and understanding while managing expectations.
**Technical Skills:**
- Proficiency in using web chat and CRM software.
- Basic knowledge of HTML/CSS and digital marketing tools is an added advantage.
### Benefits
- **Dental Insurance:** Comprehensive coverage to ensure your oral health is well taken care of.
- **Company Equipment:** Provision of necessary tools and technology to perform your job effectively from home.
- **Profit Sharing:** Participate in a profit-sharing program that rewards your contribution to the company's success.
### Working Environment
At Nestlé Malaysia, we encourage a culture of continuous learning and adaptability, ensuring our employees are equipped to stay ahead in a rapidly changing world. Join us in our mission to enhance customer experiences and contribute to our ongoing success.
### Application Deadline
Please submit your application by **October 14, 2024**.
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Nestlé Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates from all backgrounds are encouraged to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
