Job Description

Job Summary:

We are seeking a dedicated and professional Live Chat Customer Service Executive to support customers through online chat platforms. This role focuses on delivering accurate information, resolving issues efficiently, and maintaining a positive and professional brand image while meeting service KPIs.

Key Responsibilities & Authority

• Provide high-quality customer support via live chat and other online platforms in a timely and professional manner.
• Handle customer inquiries, identify issues, and deliver effective resolutions in accordance with company policies, SOPs, and compliance guidelines.
• De-escalate challenging situations calmly and escalate complex cases to the relevant departments when necessary.
• Maintain accurate and up-to-date records of customer interactions and case resolutions in the system.
• Maintain a professional, polite, and positive tone in all customer interactions to uphold the company’s brand image.
• Collaborate closely with team leaders and colleagues to ensure smooth daily operations and service continuity.
• Meet and maintain performance KPIs, including response time, accuracy, and service quality.
• Assist with ad-hoc tasks assigned by the Team Leader or Management as required.

Job Requirements

• Proficient in English, Chinese, and Malay (written).
• Able to communicate in a polite, semi-formal, and professional tone.
• Strong typing skills with good grammar and spelling.
• Capable of handling multiple live chat sessions simultaneously.
• Patient, calm, and able to manage difficult customers professionally.
• Basic computer literacy.
• Willing to work in shifts, including weekends and public holidays.

Skills