Live Chat Representative

3 days ago

Christchurch, New Zealand Southwest Airlines Full time

**Job Title:** Live Chat Representative **Company:** Southwest Airlines **Location:** Christchurch, Canterbury, NZ **Job Type:** Full-Time **Seniority Level:** Associate Level **Years of Experience:** 4 years **Job Description:** Are you passionate about customer service and excited about contributing to a dynamic team in the aviation industry?
Southwest Airlines, renowned for its commitment to customer satisfaction and a positive work environment, is seeking a resourceful and energetic Live Chat Representative to join our customer support team in Christchurch, Canterbury, NZ.
This role is vital in providing timely and accurate responses to customer inquiries via live chat, ensuring a seamless travel experience for our passengers.
**Key Responsibilities:** - **Customer Engagement:** Provide exceptional service through friendly and professional communication via live chat, addressing customer inquiries, concerns, and requests promptly.
- **Issue Resolution:** Proactively identify and resolve customer issues such as flight changes, cancellations, baggage inquiries, and general travel queries.
Utilize effective negotiation skills to mediate and manage customer expectations.
- **Information Management:** Ensure all customer interactions are documented accurately in our Customer Relationship Management (CRM) system for record-keeping and continuous improvement.
- **Product Knowledge:** Maintain up-to-date knowledge of Southwest Airlines' products, policies, and promotions to provide accurate and helpful information to customers.
- **Team Collaboration:** Work closely with other departments to acquire the necessary information for resolving customer issues and to enhance the customer experience.
- **Performance Metrics:** Achieve key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction scores.
Continuously seek ways to improve efficiency and effectiveness.
- **Training and Leadership:** Participate in training sessions to develop skills and knowledge.
Act as a mentor and guide for new team members, fostering a collaborative and supportive working environment.
- **Feedback Collection:** Gather customer feedback and insights to contribute to ongoing enhancements in service delivery and customer experience.
**Requirements:** - **Experience:** Minimum of 4 years of experience in a customer service role, preferably within the airline or travel industry.
- **Education:** High school diploma or equivalent; additional education or certification in customer service, communication, or related fields is a plus.
- **Technical Skills:** Proficiency in using live chat software and CRM tools; comfortable navigating multiple systems while communicating with customers.
- **Personality Traits:** Resourceful and energetic, with the ability to think on your feet and adapt to changing situations.
A positive attitude and zest for learning are crucial.
- **Soft Skills:** - **Negotiation:** Strong negotiator with a talent for resolving conflicts and finding mutually beneficial solutions.
- **Leadership:** Demonstrated leadership skills, with the ability to inspire and support fellow team members.
- **Communication Skills:** Excellent written communication skills, with the ability to convey information clearly and concisely.
- **Availability:** Flexibility to work various shifts, including evenings, weekends, and holidays as required.
**Benefits:** - **Travel & Spending Expenses:** Enjoy discounted travel opportunities and reimbursements for work-related expenses.
- **Company Transportation:** Access to company-provided transportation to support work requirements.
- **Retirement Plan:** Participate in our comprehensive retirement savings plan to help secure your financial future.
**Working Environment:** At Southwest Airlines, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs.
We believe in fostering innovation, promoting professional growth, and supporting a strong team dynamic where everyone is empowered to contribute their insights and ideas.
**Application Deadline:** All applications should be submitted by **October 29, 2024**.
**Equal Opportunity Statement:** Southwest Airlines is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

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