**Job Title:** Web Chat Specialist - Work from Home
**Company:** Maxis Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Entry Level
**Years of Experience:** 1
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**Job Description:**
Maxis Berhad is seeking a motivated and resourceful Web Chat Specialist to join our dynamic customer support team. As a key player in our commitment to due diligence and customer satisfaction, you will have the opportunity to engage with customers virtually, providing support, answering inquiries, and enhancing their experience with our brand. This part-time position offers the flexibility of working from home while contributing to a team that is dedicated to understanding and exceeding customer expectations.
**Key Responsibilities:**
1. **Customer Engagement:**
- Respond promptly and professionally to live chat inquiries from customers.
- Provide accurate information about products, services, and promotions.
- Resolve customer issues efficiently, escalating complex inquiries to senior team members when necessary.
2. **Problem Solving:**
- Identify customer needs and offer appropriate solutions in real-time.
- Utilize a knowledge base and established guidelines to troubleshoot technical problems and account issues.
3. **Proactive Communication:**
- Initiate follow-up chats with customers based on interaction history or service feedback, ensuring continuous engagement.
- Share customer insights and feedback with the relevant departments to contribute to service improvement.
4. **Content Management:**
- Assist in maintaining the FAQ and help articles on the company website to ensure that customers have access to accurate and updated information.
- Collaborate with team members to develop new knowledge articles based on frequently asked questions and customer interactions.
5. **Reporting:**
- Keep accurate records of customer interactions, feedback, and transactions using the company's customer management system.
- Prepare periodic reports on chat metrics and customer satisfaction levels for upper management.
6. **Continuous Learning:**
- Participate in ongoing training sessions and workshops to enhance your skills and stay updated on new products and services.
- Stay informed about industry trends and best practices related to customer service and online engagement.
**Requirements:**
- **Education:**
- High school diploma or equivalent required; a degree in a related field is a plus.
- **Experience:**
- Minimum of 1 year of experience in customer service or a related role, preferably in an online chat environment.
- **Technical Skills:**
- Proficiency in using various computer applications and technology, including CRM software, live chat tools, and MS Office Suite.
- Familiarity with online communication platforms and marketing tools is a plus.
- **Personality Traits:**
- Motivated and self-driven to meet and exceed performance metrics.
- Resourceful in finding solutions and navigating challenges independently.
- **Soft Skills:**
- Strong problem-solving abilities; capable of thinking on your feet.
- Creativity to suggest improvements in customer support processes and ultimately enhance the customer experience.
- Excellent verbal and written communication skills, with an ability to express empathy and understanding in customer interactions.
**Benefits:**
- Vision insurance.
- Travel and spending expenses for work-related activities.
- Paid Time Off (PTO) to ensure work-life balance.
**Working Environment:**
Maxis Berhad prides itself on fostering a collaborative and supportive remote working environment. We are dedicated to understanding and exceeding customer expectations and encourage continuous feedback and improvement.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Maxis 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, sex, national origin, disability, or any other characteristic protected by applicable law.
Join our team and help us deliver outstanding customer support and satisfaction! We look forward to your application.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
