Qualifications
- Minimum education: High school graduate (SMA/SMK or equivalent).
- Proficient in Bahasa Malaysia (written and verbal – active communication).
- Minimum 6 months of experience as a Live Chat Agent or in a similar customer service role.
- Experienced using Zendesk as a primary live chat and customer support platform.
- Familiar with other digital tools, including CRM systems, helpdesk software, and Microsoft Office.
- Willing to work in shifting schedules, including weekends and public holidays (if required).
- Adaptable, reliable, and able to work independently or as part of a team.
- Willing to work based on placement or client location requirements.
- Strong communication and problem-solving skills with a customer-oriented mindset.
- Able to handle multiple chats simultaneously while maintaining service quality and professionalism.
Responsibilities:
- Handle customer inquiries and support requests through live chat channels in Bahasa Malaysia with professionalism and empathy.
- Provide accurate information and effective solutions to customer issues in a timely manner.
- Manage and respond to multiple chat sessions simultaneously while maintaining high-quality service standards.
- Use Zendesk and other support tools to manage tickets, record interactions, and track issue resolutions.
- Collaborate with other teams to escalate and resolve complex issues efficiently.
- Maintain up-to-date knowledge of products, services, and company policies to ensure accurate assistance.
- Meet or exceed performance targets such as response time, resolution rate, and customer satisfaction.
- Identify recurring customer issues and share insights to help improve processes and overall service quality.
- Uphold a positive and professional attitude in every interaction with customers and team members.
Jenis Pekerjaan: Penuh Waktu