**Job Title:** Chat Support Associate - Work from Home **Company:** Masco **Location:** Auckland, Auckland, NZ **Job Type:** Part-time **Seniority:** Associate Level **Years of Experience:** 3 **Job Description:** Masco is seeking a dedicated and customer-focused Chat Support Associate to join our growing team in Auckland.
This role is perfect for individuals who thrive in a fast-paced, remote environment and possess a genuine passion for helping others.
As a Chat Support Associate, you will be responsible for delivering exceptional customer service through online chat, ensuring customer inquiries are handled efficiently and effectively.
**Key Responsibilities:** 1.
**Customer Interaction:** - Provide prompt and courteous responses to customer inquiries via chat, ensuring a high standard of customer service.
- Identify customer needs and recommend appropriate solutions to enhance their experience with Masco products and services.
2.
**Issue Resolution:** - Troubleshoot customer issues and concerns, offering solutions and following up to ensure resolution.
- Escalate complex issues to the appropriate departments, while keeping the customer informed of the process.
3.
**Documentation and Reporting:** - Accurately document all customer interactions and feedback, updating system records as necessary.
- Monitor chat metrics and generate reports on interactions, common issues, and customer satisfaction.
4.
**Product Knowledge:** - Acquire and maintain a thorough understanding of Masco products and services to provide informed support to customers.
- Participate in ongoing training sessions to stay updated on new products, policies, and best practices.
5.
**Team Collaboration:** - Collaborate with team members and other departments to share insights, feedback, and best practices for improving customer satisfaction.
- Actively participate in team meetings and contribute ideas for enhancing the customer support experience.
6.
**Continuous Improvement:** - Display creativity and initiative in identifying process improvements and driving positive changes within the chat support function.
- Adapt to evolving customer needs and company initiatives, demonstrating flexibility in approach and strategy.
**Requirements:** - **Experience:** A minimum of 3 years of experience in customer service, with a strong focus on chat support or online assistance.
- **Skills:** - Excellent written communication skills with attention to detail and grammar.
- Proven decision-making abilities to effectively address customer inquiries and issues.
- Creativity in proposing solutions and improvements in customer interactions.
- **Personality Traits:** - Adaptable to change, displaying a positive attitude even in challenging situations.
- Hardworking and committed to achieving individual and team goals.
- **Technical Proficiency:** - Familiarity with customer support software and technology, including chat platforms and CRM tools.
- Proficient in using online tools and platforms for communication and collaboration.
**Benefits:** - Opportunities for travel and professional development.
- Gym membership to promote health and well-being.
- Vision insurance to support your eye health.
**Working Environment:** Masco encourages a spirit of exploration and willingness to take calculated risks for personal and professional growth.
We foster an inclusive environment where innovative thinking is not only welcomed but celebrated.
**Application Deadline:** ******** **Equal Opportunity Statement:** Masco 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, sex, national origin, disability, or protected veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
