**Job Title:** Web Chat Representative
**Company:** Telekom Malaysia Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Telekom Malaysia Berhad (TM) is seeking a dynamic and adaptable Web Chat Representative to join our team in Johor Bahru. The ideal candidate will be a confident communicator with a passion for providing excellent customer service via online chat while playing a vital role in exceeding customer expectations and delivering an experience that delights our clients.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers through live chat, offering prompt and accurate responses to their inquiries regarding services, products, billing, troubleshooting, and complaints.
- **Solution-Focused Approach:** Analyze customer queries to provide appropriate solutions or escalate issues to relevant departments as necessary, ensuring resolution timelines are communicated effectively.
- **Product Knowledge:** Maintain up-to-date knowledge of TM's products and services, as well as current promotions or offers, to effectively address customer needs and drive sales when applicable.
- **Documentation:** Accurately document customer interactions and maintain records of inquiries and solutions provided, ensuring information is clear and comprehensive for future reference.
- **Collaboration:** Work cooperatively with other team members and departments to enhance the customer experience and contribute to team objectives, sharing insights and best practices.
- **Feedback Gathering:** Collect and relay customer feedback to the management team, assisting in the continuous improvement of service quality and customer satisfaction initiatives.
- **Performance Metrics:** Strive to achieve and exceed established performance targets, including response time, customer satisfaction ratings, and service quality benchmarks.
- **Adaptability:** Stay adaptable to fast-changing environments and multiple tasks, contributing positively to a culture of flexibility and resilience.
**Requirements:**
- **Experience:** A minimum of 3 years of experience in customer service, preferably in a chat support environment.
- **Skills:**
- Strong analytical skills to assess customer needs and determine the appropriate course of action.
- Excellent verbal and written communication skills in both English and Malay; proficiency in other languages is an advantage.
- Proficient in using customer service software, live chat applications, and CRM tools.
- **Personality Traits:**
- Adaptable: Demonstrates the ability to thrive in a fast-paced and evolving environment.
- Confident: Presents information and solutions clearly and assuredly, fostering trust with customers.
- **Soft Skills:**
- Strong cooperation skills, with a demonstrated ability to work well in a team-focused environment.
- Resilience and patience in handling challenging customer situations.
**Benefits:**
- Employee discounts on TM products and services.
- Opportunity for remote work flexibility.
- Participation in profit-sharing schemes, recognizing and rewarding contributions to the company's success.
**Working Environment:**
We focus on exceeding customer expectations and delivering delight. Our work environment promotes collaboration, innovation, and a commitment to customer satisfaction. As a member of our team, you will be empowered to elevate the customer experience and make a tangible impact.
**Deadline to Apply:** October 15, 2024
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**Equal Opportunity Statement:**
Telekom Malaysia 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 or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage candidates from diverse backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
