Digital Live Chat Consultant

4 days ago

Kuala Lumpur, Malaysia SRG ASIA PACIFIC SDN BHD Full time

**Job Overview**:
**Key Responsibilities**:

- **Live Chat Support**:
Engage with customers in real-time via live chat, responding promptly and professionally to inquiries regarding products, services, orders, troubleshooting, and more.
- **Customer Assistance**:
Provide clear, accurate, and helpful responses to customer queries, aiming for high customer satisfaction. Resolve complaints or issues by offering solutions or escalating to the appropriate department when necessary.
- **Product Knowledge**:
Develop and maintain in-depth knowledge of the company’s products, services, policies, and promotions to effectively assist customers and drive sales opportunities.
- **Customer Relationship Management**:
Build and maintain strong customer relationships by providing personalized and empathetic service. Follow up with customers to ensure their issues have been fully addressed.
- **Issue Resolution**:
Handle and resolve customer complaints or concerns in a timely and effective manner, ensuring a positive customer experience. Use problem-solving skills to troubleshoot technical issues or guide customers through processes.
- **Tracking and Documentation**:
Accurately document customer interactions, including the details of inquiries, issues, and solutions provided. Ensure proper record-keeping in the customer service system for future reference.
- **Sales Support**:
Provide product recommendations, guide customers through the purchasing process, and suggest additional products or services to enhance the customer’s experience or drive sales.
- **Collaboration**:
Work closely with other teams, including technical support, sales, and operations, to ensure customer needs are met and issues are resolved quickly.
- **Continuous Improvement**:
Collect feedback from customer interactions to identify common issues and areas for improvement. Suggest improvements to enhance service quality and digital customer experiences.

**Qualifications & Skills**:

- **High School Diploma** or equivalent (Bachelor’s degree is a plus).
- Proven experience in customer service, live chat support, or a related role.
- Strong written communication skills with a clear, professional, and friendly tone.
- Excellent problem-solving abilities and a customer-centric mind-set.
- Ability to work efficiently in a fast-paced environment with multiple chats at once.
- Comfortable with digital tools and platforms for live chat, CRM systems, and customer support software.
- Ability to multitask and manage time effectively.
- A positive attitude with strong interpersonal skills.
- Experience in sales or upselling is a plus.

**Why Join Us?**
- Be part of a dynamic team with a focus on customer satisfaction and continuous improvement.
- Work in a collaborative and supportive environment with ample opportunities for career growth.
- Competitive salary and benefits package.
- Flexibility with remote or hybrid working options.
- A chance to be at the forefront of delivering exceptional customer service and digital experiences.

If you enjoy helping people, thrive in a fast-paced environment, and have a passion for delivering excellent service, we would love to have you on our team as a **Digital Live Chat Consultant**.

Pay: RM2,000.00 - RM2,800.00 per month

**Benefits**:

- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift
- Early shift
- Rotational shift

Supplemental Pay:

- Attendance bonus
- Performance bonus

Work Location: In person

Expected Start Date: 05/13/2025

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