Live Chat Customer Service

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.

Requirements & Qualifications

• Proficient in English, Mandarin, and Malay (written); fluency in English and Mandarin is preferred as the role involves communicating with Mandarin-speaking clients.
• Able to communicate with customers in a polite, semi-formal, and professional manner.
• Strong typing skills with good grammar and spelling.
• Capable of handling multiple live chat sessions simultaneously.
• Patient, calm, and able to manage challenging customers professionally.
• Basic computer literacy and comfortable using online systems.
• 1–2 years of experience in Customer Service, Telemarketing, or Sales is preferred. Fresh graduates with a strong interest in customer service are welcome to apply.
• Energetic, self-motivated, and able to work independently with minimal supervision.
• Strong communication and interpersonal skills.
• Willing to work shift rotations, including weekends and public holidays.