Web Chat Associate

3 weeks ago

Auckland, New Zealand Mosaic Full time

**Job Title**: Web Chat Associate **Company**: Mosaic **Location**: Hamilton, Waikato, NZ **Job Type**: Part-Time **Seniority**: Entry Level **Years of Experience**: 1 --- ### Job Description Mosaic is seeking an enthusiastic and tech-savvy **Web Chat Associate** to join our dynamic team in Hamilton, Waikato.
This is a part-time position perfect for candidates seeking to develop their customer service skills in a fast-paced and innovative work environment.
As a Web Chat Associate, you will play a vital role in providing exceptional support to our customers through online chat channels, ensuring their inquiries and concerns are addressed promptly and effectively.
### Key Responsibilities - **Customer Interaction**: Engage with customers via web chat to answer questions, resolve issues, and provide information about our products and services in a friendly and professional manner.
- **Issue Resolution**: Identify customer issues and use problem-solving skills to provide effective solutions or escalate to appropriate departments when necessary.
- **Documentation**: Maintain accurate records of customer interactions, including inquiries, complaints, and any actions taken to ensure follow-ups are conducted efficiently.
- **Product Knowledge**: Develop a comprehensive understanding of Mosaic products and services to provide reliable information to customers.
- **Feedback Loop**: Gather customer feedback and suggestions, documenting and sharing insights with the team to enhance service delivery and product offerings.
- **Performance Metrics**: Meet established performance metrics, including response time, customer satisfaction ratings, and chat resolution rates.
- **Collaboration**: Work closely with team members and other departments to ensure a cohesive and efficient response to customer inquiries.
- **Continuous Improvement**: Participate in training and development programs, share best practices with peers, and continuously seek opportunities to improve personal and team performance.
### Qualifications **Education and Experience**: - 1+ year of experience in customer service or related field is preferred.
- Familiarity with online communication tools and platforms is a plus.
**Personality Traits**: - **Adaptable**: Ability to adjust quickly to changing priorities and handle various customer inquiries.
- **Independent**: Capable of working autonomously while also contributing to team-based objectives.
**Soft Skills**: - **People Management**: Excellent interpersonal skills with the ability to build rapport with customers.
- **Strategic Planning**: Strong organizational skills and the ability to prioritize tasks effectively to enhance service delivery.
**Technical Skills**: - Competence in using computers and web-based applications.
- Basic troubleshooting skills with common hardware/software issues.
### Benefits - Vision insurance - Dental insurance - Parental leave ### Working Environment Join a progressive company where technology is harnessed to drive innovation and efficiency.
Mosaic thrives on creating a collaborative atmosphere that cultivates personal growth and professional development.
### Application Process If you are a motivated individual looking to embark on a rewarding career path with Mosaic, we encourage you to apply.
Please submit your resume and cover letter by **October 27, 2024**.
### Equal Opportunity Statement Mosaic is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from individuals of all backgrounds and experiences.
--- **Join us at Mosaic to make a difference and be part of a team that values innovation and customer service excellence
**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

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