Online Chat Support Agent

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

Job Requirements

• ABLE TO DO NIGHT SHIFT
• Fresh graduates are encouraged to apply.
• Previous working experience in customer service, or customer service related fields (i.e. E-Commerce, Telemarketing, Billing, Customer Liaison etc) is an added advantage
• Ability to create and produce documents very carefully (very important).
• Besides Bahasa language, prefer English or Chinese, fluent in listening/speaking/reading/ writing, (we have written and oral tests before or during the interview)
• Knowledge in handling basic computer (Microsoft Excel/Word etc).
• Good learning ability, communication skills, execution ability and comprehension ability.
• Have good cross-departmental communication skills and work promotion skills.
• Have experience in customer service on e-commerce platforms, a serious, responsible and careful in doing things.
• At least 1 year of relevant work experience
• Excellent phone etiquette and excellent verbal, written, good attitude, patience and interpersonal skills.
• Ability to multi-task, organize, and prioritize work.

Job Benefits

• Annual leave and sick leave
• Bonus
• KWSP, EPF and SOCSO
• Medical & Insurance Coverage (in the near future)
• Yearly Increments to upgrade your basic salary yearly & improve your lifestyle.
• Career Progression opportunities – you may be able to get promotion easily.