**Job Title:** Chat Support Assistant **Company:** NiSource **Location:** Auckland, Auckland, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 4 --- **Company Overview:** NiSource is a leading provider of energy solutions committed to sustainable practices and innovation. We pride ourselves on delivering exceptional customer service and fostering a collaborative environment where employees can thrive. Our Auckland location is seeking a passionate and confident individual to join our dedicated team as a Chat Support Assistant. --- **Job Overview:** As a Chat Support Assistant at NiSource, you will play a crucial role in providing exemplary service to our customers through live chat support. You will assist customers with their queries, provide solutions, and enhance their overall experience with our brand. This position requires a high level of communication skills, an understanding of customer needs, and the aptitude to resolve issues effectively. --- **Key Responsibilities:** - Provide prompt and accurate responses to customer inquiries via live chat, ensuring a high level of customer satisfaction. - Engage with customers to understand their needs, addressing concerns and solving problems efficiently. - Maintain detailed records of customer interactions and transactions, documenting all relevant information for future reference. - Collaborate with team members to share knowledge and support initiatives aimed at improving service delivery. - Identify recurring customer issues and recommend improvements or adjustments to internal processes. - Handle customer complaints with empathy and professionalism, working towards successful resolution and customer retention. - Participate in team meetings to discuss challenges, share feedback, and strategize solutions that enhance customer support. - Stay updated on company products, services, and policies to provide accurate information to customers. - Assist in the development of FAQs and other resource documents to aid both team members and customers. - Contribute to team goals by participating in team-building activities and supporting the overall objectives of the customer support department. - Utilize planning skills to manage multiple chat sessions simultaneously without compromising service quality. --- **Requirements:** - A minimum of 4 years of experience in customer service or chat support roles. - Strong written communication skills with an ability to articulate responses clearly and concisely. - Proven experience in a high-energy, fast-paced environment where teamwork is essential. - Ability to remain calm and confident under pressure, demonstrating strong problem-solving skills. - Passionate about delivering exceptional customer experiences and willing to go the extra mile to achieve satisfaction. - Familiarity with customer service tools and chat support software is a plus. - Strong planning and organizational skills to manage workload effectively. - Ability to work independently as well as collaboratively within a team setting. - Flexibility with working hours, including some evening and weekend shifts as required. --- **Personality Traits:** - **Passionate:** A genuine enthusiasm for helping customers and a commitment to ensuring their success. - **Confident:** A self-assured individual who can engage effectively with customers and team members alike. --- **Soft Skills:** - **Teamwork:** Ability to work effectively with others to achieve common goals. - **Planning:** Strong organizational skills to prioritize tasks and manage multiple chats and inquiries efficiently. --- **Benefits:** - Opportunities for travel as part of professional development. - Complimentary gym membership to support employee wellness. - Coverage of travel and spending expenses related to company activities. --- **Working Environment:** Join us in achieving success within a high-energy workplace focused on delivering impactful results. At NiSource, you will be surrounded by talented professionals who share your passion for exceptional customer service and innovation. --- **Application Deadline:** Please submit your application by **October 31, 2024. ** --- **Equal Opportunity Statement:** NiSource is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from people of all backgrounds, experiences, and perspectives. --- If you are ready to take on this exciting opportunity and contribute to our mission of providing superior customer support, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.