Chat Support Specialist

4 weeks ago

Nelson, New Zealand Icebreaker Full time

**Job Title**: Chat Support Specialist **Company**: Icebreaker **Location**: Nelson, Nelson, NZ **Job Type**: Part-Time **Seniority**: Associate Level **Years of Experience**: 4 --- **Job Overview**: Are you a problem-solver with a knack for providing exceptional customer experiences?
Icebreaker is looking for a dedicated Chat Support Specialist to join our dynamic team in Nelson.
As a part-time specialist, you will play a crucial role in enhancing our customer relationships by offering timely, accurate, and friendly support to our clients through chat platforms.
This is an exciting opportunity to be part of an innovative company that prioritizes sustainability and natural materials in its products.
--- **Key Responsibilities**: 1.
**Customer Interaction**: - Engage with customers via chat to handle inquiries, resolve issues, and provide information about our products and policies.
- Maintain a high level of professionalism and courtesy in all interactions.
2.
**Problem Solving**: - Utilize your resourcefulness to assess customer needs and provide effective solutions, ensuring prompt follow-ups for resolution.
- Navigate complex issues by leveraging available resources and knowledge bases.
3.
**Product Knowledge**: - Stay updated on Icebreaker's product offerings, including sustainability initiatives to provide informed responses.
- Engage in ongoing training to deepen your expertise and contribute to a well-informed customer service team.
4.
**Research & Innovation**: - Proactively research customer concerns that require escalation and provide feedback to improve service efficiencies.
- Be innovative in suggesting new methods or tools that can enhance the customer support experience.
5.
**Collaboration & Communication**: - Work closely with team members and other departments, sharing insights and strategies for improving overall customer satisfaction.
- Document interactions accurately, ensuring information is logged in accordance with company procedures.
6.
**Performance Metrics**: - Achieve and maintain performance metrics including response times, customer satisfaction ratings, and resolution rates.
- Participate in regular reviews to assess your contributions and identify areas for personal growth.
7.
**Adherence to Policies**: - Ensure compliance with company policies and procedures, particularly regarding customer data protection.
- Uphold the company's core values during all interactions, promoting a positive company culture.
--- **Requirements**: - **Experience**: A minimum of 4 years of experience in customer service or chat support, preferably in a retail or ecommerce environment.
- **Education**: High school diploma or equivalent; further education related to communication or customer service is a plus.
- **Technical Skills**: Proficiency in using chat support software, CRM systems, and Microsoft Office Suite.
Experience with data entry and handling customer queries via multi-channel platforms is highly desirable.
- **Personality Traits**: - Energetic: A positive and enthusiastic attitude, capable of engaging customers effectively.
- Resourceful: Strong ability to use creativity and adaptability to navigate various customer situations.
- **Soft Skills**: - Excellent research skills to verify information and provide accurate answers.
- Innovative mindset to bring forward new ideas for process improvements and customer engagement strategies.
**Benefits**: - **Paid Time Off (PTO)**: Enjoy a healthy work-life balance with paid time off.
- **Paid Sick Leave**: We care for our team members' health and well-being.
- **Employee Discounts**: Access special discounts on our products as a valued Icebreaker employee.
**Working Environment**: At Icebreaker, we embrace a culture that challenges norms and encourages bold thinking.
You will be part of an environment that fosters not only collaboration and creativity but also a commitment to sustainability and social responsibility.
--- **Application Deadline**: Please submit your application by **October 26, 2024**.
**Equal Opportunity Statement**: Icebreaker is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Qualified applicants will receive consideration without regard to race, religion, sex, gender identity, sexual orientation, national origin, disability status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

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