Online Chat Support Agent

Job Responsibility

1. Responsible for the live chat communication (pre-sales & after-sales) of Malaysia customers.
2. Responsible for the maintenance of private messages and comments on the brand's official social media.
3. Respond to customer needs and consultation in a timely manner, guide purchases and improve customer retention and conversion of consultation.
4. Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.
5. Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.
6. Deeply participate in cross-department / cross-team communication and promote the rapid resolution of various pre-sales and after-sales problems.
7. Deeply cooperate with the international team, maintain consistency, and continuously improve customer satisfaction.
8. Provide fast and timely solutions to all customer-related problems.
9. Ensure customer satisfaction by providing excellent Customer Services.
10. Be constantly guided by the company's service standards.
11. Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
12. Follow communication procedures, guidelines, and policies.

Job Requirements

1. Achieve at least a Diploma certificate.
2. At least 1 year of relevant work experience is preferred.
3. Previous working experience in customer service or customer service-related fields (i.e. E-Commerce, Telemarketing, Billing, Customer Liaison, etc.) is an added advantage.
4. Fresh graduates are encouraged to apply.
5. Able to speak, write, and listen in Mandarin, English, and Bahasa Malaysia (written and oral tests will be conducted before or during the interview).
6. Ability to create and produce documents very carefully (very important).
7. Knowledge in handling basic computer applications (Microsoft Excel/Word, etc.).
8. Good learning ability, communication skills, execution ability, and comprehension ability.
9. Good cross-departmental communication skills and work promotion skills.
10. Serious, responsible, and careful in doing things.
11. Excellent phone etiquette and verbal, written communication skills, with a good attitude, patience, and interpersonal skills.
12. Ability to multi-task, organize, and prioritize work.
13. Able to work night shifts.

Job Benefits

1. KWSP, EPF, and SOCSO
2. Annual Leave
3. Sick Leave
4. Performance Bonus
5. Medical & Insurance Coverage (in the near future)
6. Yearly Increment
7. Career Progression opportunities
8. Training provided