Social Media Chat Support Representative

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia REGENERATION RESOURCES Full time

We are seeking a highly motivated and Mandarin-speaking individual to join our team as a Social Media Chat Support Representative.

In this role, you will provide excellent customer support and assistance to our customers via social media channels. Fluency in Mandarin and strong communication skills in both Mandarin and English are essential for this position.

Responsibilities:

  • Serve as the frontline representative for customer inquiries, concerns, and issues received through social media platforms, primarily via chat.
  • Respond promptly and professionally to customer inquiries, providing accurate and helpful information, troubleshooting technical issues, and resolving complaints in a timely manner.
  • Continuously monitor and manage incoming chat messages, ensuring no customer query goes unanswered or unaddressed.
  • Maintain a friendly and personable tone in all interactions with customers, fostering a positive and professional image of the company.
  • Collaborate with other team members and departments to gather relevant information and provide customers with comprehensive responses and solutions.
  • Document customer interactions and details accurately and thoroughly in our customer relationship management (CRM) system.
  • Stay up-to-date with product knowledge, sales promotions, and company policies to effectively support customers and accurately represent the brand.
  • Identify and escalate any complex or unresolved issues to the appropriate teams in a timely manner, ensuring prompt resolution.
  • Assist with monitoring and analyzing customer feedback and social media conversations to provide insights to the management team and contribute to improving customer experience.
  • Proactively identify opportunities to enhance customer support processes and contribute ideas for engaging social media campaigns.

Requirements:

  • Fluent in Mandarin and English (both written and verbal) is essential.
  • Prior experience in a customer support role, preferably with experience in social media customer support, is an advantage.
  • Excellent written communication skills, with the ability to convey information clearly, concisely, and accurately.
  • Strong customer service orientation with a friendly and helpful attitude.
  • Ability to effectively handle challenging situations and remain calm and professional under pressure.
  • Proficient in navigating and using social media platforms
  • Familiarity with social media monitoring and management tools is a plus.
  • Detailoriented with the ability to multitask and prioritize effectively.
  • Flexibility to work in shifts, including evenings, weekends, and holidays.

Salary:
RM2, RM4,000.00 per month

Benefits:

  • Health insurance

Schedule:

  • Rotational shift

Supplemental pay types:

  • Performance bonus

Language:

  • Mandarin (required)

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