Web Chat Assistant

3 weeks ago

Auckland, New Zealand Capital One Financial Full time

**Job Title:** Web Chat Assistant **Company:** Capital One Financial **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** 3 --- **Job Description:** Capital One Financial is seeking a motivated and dedicated Web Chat Assistant to join our dynamic team in Hamilton, Waikato.
As a Web Chat Assistant, you will play a vital role in delivering exceptional customer service through web chat interactions, providing timely and relevant assistance to our customers, and ensuring their experience with Capital One exceeds expectations.
**Key Responsibilities:** 1.
**Customer Interaction:** - Respond to customer inquiries via web chat in a professional and friendly manner.
- Maintain a positive attitude while interacting with customers, providing support and solutions to their queries and concerns.
2.
**Issue Resolution:** - Accurately assess customer needs and provide appropriate solutions or escalate issues where necessary to ensure timely resolution.
- Troubleshoot and resolve common technical issues or inquiries related to Capital One's products and services.
3.
**Record Keeping:** - Document customer interactions and resolutions in the company's CRM system to maintain accurate records for future reference.
- Track and report on customer feedback to identify trends for continuous improvement of service quality.
4.
**Cross-Selling and Upselling:** - Engage customers in conversations that educate them about Capital One's offerings while identifying opportunities for cross-selling and upselling suitable products or services.
- Utilize persuasive communication techniques to enhance customer engagement and interest in additional services.
5.
**Performance Metrics:** - Meet established performance targets, including response time, customer satisfaction ratings, and resolution time.
- Participate in ongoing training and development programs to enhance skill sets and stay current with product knowledge.
6.
**Team Collaboration:** - Work collaboratively with team members to create a supportive work environment focusing on customer satisfaction and employee engagement.
- Provide feedback regarding processes and suggest improvements to enhance the performance and efficiency of the web chat system.
7.
**Adherence to Policies:** - Follow all company policies and procedures to maintain compliance and data confidentiality within customer interactions.
- Stay updated on industry regulations and changes that may affect customer service delivery.
--- **Requirements:** **Qualifications:** - Minimum of 3 years of experience in a customer service role, preferably in a financial services environment.
- Familiarity with CRM systems and live chat software is preferred.
- Proven ability to work in a fast-paced environment with strong organizational skills.
**Personality Traits:** - Hardworking and dedicated with a strong desire to achieve personal and team goals.
- Confident in interacting with diverse customers and handling various transaction scenarios.
**Soft Skills:** - Excellent communication skills, both written and verbal, with a knack for making complex information easy to understand.
- Strong persuasion skills to effectively influence customer decisions and foster deeper engagement with our products.
**Additional Requirements:** - The candidate must have a reliable internet connection and the ability to work flexible hours, including evenings and weekends.
- A proactive attitude towards learning and personal development in the customer service domain.
--- **Benefits:** - Comprehensive vision insurance for your eye health and wellness.
- Profit-sharing opportunities to reward your contributions to the company's success.
- Parental leave to help you balance work and family life during important moments.
**Working Environment:** At Capital One Financial, we emphasize a culture focused on exceeding customer expectations and delivering delight.
We are committed to fostering a supportive and engaging work environment where all employees can thrive and contribute to a positive customer experience.
**Application Process:** Interested candidates are encouraged to submit their resumes and cover letters by **October 27, 2024**.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
--- **Equal Opportunity Statement:** Capital One Financial is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All employment decisions are based on qualifications, merit, and business needs.
We encourage applicants from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

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