Social Media Chat Support Representative

1 week ago

Kuala Lumpur, Malaysia REGENERATION RESOURCES Full time

We are seeking a dedicated and Thai-speaking individual to join our team as a Social Media Chat Support Representative. In this role, you will be responsible for providing exceptional customer support and assistance to our customers through various social media channels. Fluency in Thai and strong communication skills in both Thai and English are essential for this position.

**Responsibilities**:
1. Act as the frontline representative for customer inquiries, concerns, and issues received through social media platforms, primarily via chat.

2. Respond promptly and professionally to customer inquiries, providing accurate information, troubleshooting technical issues, and resolving complaints in a timely manner.

3. Monitor and manage incoming chat messages, ensuring that all customer queries are addressed promptly and accurately.

4. Maintain a friendly and helpful tone in all interactions with customers, while representing the brand in a positive and professional manner.

5. Collaborate with team members and relevant departments to gather necessary information and provide comprehensive responses and solutions to customers.

6. Document customer interactions and details accurately and thoroughly in our customer relationship management (CRM) system.

7. Stay up-to-date with product knowledge, sales promotions, and company policies to effectively support customers and represent the brand accurately.

8. Identify and escalate complex or unresolved issues to the appropriate teams for further assistance and resolution.

9. Assist in monitoring and analyzing customer feedback and social media conversations to provide insights to the management team and contribute to enhancing customer experience.

10. Proactively identify opportunities to improve customer support processes and contribute ideas for engaging social media campaigns.

**Requirements**:

- Fluent in Thai 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 handle challenging situations effectively and remain calm and professional under pressure.
- Proficiency in navigating and using social media platforms,
- Familiarity with social media monitoring and management tools is a plus.
- Detail-oriented with excellent multitasking and prioritization abilities.
- Flexibility to work in shifts, including evenings, weekends, and holidays.

**Salary**: RM2,500.00 - RM4,600.00 per month

**Benefits**:

- Health insurance

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma/Advanced Diploma (required)

**Language**:

- English (required)
- Thai (required)

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