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Chat Support

1 month ago

Kuala Lumpur, Malaysia growthfn Full time

The Chat Support Representative - Mandarin Speaker in a Business Process Outsourcing (BPO) environment is responsible for providing exceptional customer support through chat channels. This role involves handling customer inquiries, resolving issues, and ensuring customer satisfaction, all in Mandarin. The representative will work closely with team members to deliver high-quality service and maintain customer loyalty.

**Key Responsibilities**
- **Customer Support via Chat**:

- Handle inbound customer chat interactions in Mandarin, providing timely and accurate responses.
- Assist customers with inquiries about products, services, and account information.
- Resolve customer issues and complaints efficiently through chat, escalating complex cases when necessary.
- **Communication**:

- Communicate effectively with customers, ensuring a clear understanding of their needs and concerns.
- Translate complex information into simple, understandable language tailored to the customer’s level of understanding.
- Maintain professionalism and empathy in all customer interactions.
- **Problem Solving**:

- Identify and troubleshoot customer issues using available resources and tools.
- Provide customers with appropriate solutions and follow up to ensure complete resolution.
- Collaborate with other departments to address and resolve customer concerns.
- **Documentation and Reporting**:

- Document all customer interactions and actions taken in the customer relationship management (CRM) system.
- Maintain accurate and detailed records of customer interactions and resolutions.
- Prepare and submit regular reports on customer feedback, issues, and resolutions.
- **Quality Assurance**:

- Adhere to quality assurance guidelines and standards to ensure high service levels.
- Participate in regular training sessions to stay updated on product knowledge, company policies, and customer service techniques.
- Contribute to the continuous improvement of chat support processes and practices.
- **Team Collaboration**:

- Work collaboratively with team members and other departments to improve service delivery.
- Share insights and feedback with the team to enhance overall customer satisfaction.
- Support new team members by providing guidance and assistance as needed.

**Qualifications**
- **Education**: High school diploma or equivalent. A bachelor’s degree is preferred.
- **Experience**:

- Previous experience in a customer service role, preferably in a BPO environment.
- Experience in handling Mandarin-speaking customers is highly desirable.
- **Skills**:

- Fluency in Mandarin and English (both verbal and written).
- Excellent written communication skills.
- Strong problem-solving abilities and attention to detail.

**Job Types**: Full-time, Permanent

Pay: RM3,800.00 - RM4,100.00 per month