Executive, Live Chat

If you are looking to excel and make a difference, take a closer look at us…

The Live Chat Executive is responsible for providing exceptional real-time customer support through online chat, involving addressing inquiries, resolving issues, and ultimately ensuring a positive brand experience. The successful candidate will possess excellent communication and problem-solving skills, a patient and empathetic approach, and the capacity to thrive in a fast-paced digital environment.

This role reports to the Manager, Live Chat.

Key Responsibilities and Accountabilities:

Functional

• Proficiently escalates pertinent customer feedback to appropriate internal departments for resolution and improvement.

• Addresses inquiries and resolves issues effectively and efficiently.

• Ensures a positive brand experience for customers in every online chat.

• Demonstrates excellent communication and problem-solving skills.

• Capable of recommending effective solutions or alternatives that enhance customer service delivery.

• Proactively converts customer inquiries into sales opportunities, driving revenue generation through effective engagement and persuasive communication.

• Adeptly adapts language styles to effectively engage diverse target markets.

• Experienced in developing and maintaining a consistent and distinct brand voice across all communication channels.

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Diploma / Degree in any field.

Experience/Requirements

• 2 years and above proven experience in providing customer support across multiple digital channels, including email, social media and live chat.

• Business level written communication skills and professional phone etiquette.

• Business proficiency in written and spoken English and Malay.

• Proven ability to analyse, ideate, and innovate, and functions effectively as a team player.

• Willing and able to work in shifts as well as weekends and public holidays.

• Proficient in Microsoft Office Suite.