**Job Title: Web Chat Officer - Work from Home**
**Company:** Axiata Group Berhad
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience Required:** 4
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**About Axiata Group Berhad:**
Axiata Group Berhad is a leading telecommunications group in Asia, offering innovative solutions to enhance connectivity and improve the quality of life. Continuously striving for excellence, we are committed to fostering an inclusive and dynamic working environment.
**Job Summary:**
As a Web Chat Officer, you will play a crucial role in providing high-quality customer service through online chat platforms. Your primary responsibilities will involve assisting customers with inquiries, resolving issues, and ensuring an exceptional customer experience. This part-time position allows you to work from the comfort of your home while closely collaborating with various teams to achieve the organization's goals.
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### **Key Responsibilities:**
1. **Customer Support:**
- Provide timely and accurate responses to customer inquiries via web chat.
- Assist customers in troubleshooting issues related to products/services.
- Guide customers through the buying process, providing relevant information and recommendations.
2. **Issue Resolution:**
- Identify and resolve customer complaints and issues as they arise.
- Escalate complex issues to appropriate departments for further assistance.
- Follow up with customers to ensure their concerns have been satisfactorily addressed.
3. **Product Knowledge:**
- Maintain up-to-date knowledge of the company's products/services, policies, and procedures.
- Participate in training sessions to enhance product knowledge and customer service skills.
4. **Data Management:**
- Document customer interactions and issue resolutions accurately in the CRM system.
- Analyze chat transcripts for quality assurance purposes and provide feedback for continuous improvement.
5. **Collaboration:**
- Work closely with other departments, such as Sales and Technical Support, to ensure a seamless customer experience.
- Share customer insights and feedback to help improve products and services.
6. **Performance Metrics:**
- Achieve key performance indicators (KPIs) related to customer satisfaction and response times.
- Consistently meet productivity goals and maintain high standards of service quality.
7. **Continuous Improvement:**
- Contribute to the development of best practices for customer interactions.
- Participate in team meetings and training initiatives aimed at enhancing service delivery.
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### **Requirements:**
**Educational Background:**
- Bachelor's degree in Business, Communications, Marketing, or a related field is preferred.
**Experience:**
- Minimum of 4 years of experience in customer service, with a focus on web chat or online support.
**Personality Traits:**
- Highly reliable and dedicated to work responsibilities.
- A hardworking individual who possesses a strong work ethic and a positive attitude.
**Soft Skills:**
- Exceptional negotiation skills and the ability to find resolutions that benefit both the customer and the company.
- Detail-oriented, with the ability to manage multiple tasks while ensuring accuracy and compliance with policies.
**Technical Skills:**
- Proficiency in using CRM software and web chat tools.
- Competent in Microsoft Office Suite and other relevant software applications.
**Working Environment:**
- Ability to foster transparency and open dialogue for effective communication at all levels.
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### **Benefits:**
- Opportunities for travel, enhancing both personal and professional growth.
- Company-provided transportation to enhance your commuting experience.
- Visa sponsorship for qualified candidates who may require it for employment.
**Application Deadline:** September 21, 2024
**Equal Opportunity Statement:**
Axiata Group 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, disability status, or any other characteristic protected by law.
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Join Axiata Group Berhad today and be part of a dynamic team that values your contributions and offers an opportunity for personal and professional development in the exciting field of telecommunications!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
