**Job Title**: Chat Support Representative **Company**: Norfolk Southern **Location**: Auckland, Auckland, NZ **Job Type**: Part-Time **Seniority**: Associate Level **Years of Experience**: 4 --- **Job Description**: Norfolk Southern is seeking a dedicated and resourceful Chat Support Representative to join our dynamic team in Auckland. This part-time position offers an exciting opportunity to engage with customers in a fast-paced environment, providing exceptional support through chat interactions. If you thrive in settings that embrace change and have a knack for problem-solving, you could be the ideal candidate for this role. **Responsibilities**: As a Chat Support Representative, your key duties will include, but are not limited to: 1. **Customer Interaction**: Engage with customers through chat to provide timely and effective solutions to their inquiries regarding rail services, freight management, and company policies. 2. **Issue Resolution**: Utilize critical thinking and problem-solving skills to address customer concerns and complaints, ensuring a high level of satisfaction and quick resolution. 3. **Resource Utilization**: Navigate through various internal systems and resources to gather relevant information and deliver accurate responses, while also identifying trends in customer inquiries. 4. **Documentation**: Maintain detailed records of customer interactions, issues, and resolutions in accordance with company policies and procedures. 5. **Collaboration**: Work with other team members and departments to escalate complex issues and facilitate seamless communication across the organization. 6. **Adaptability**: Stay current with product knowledge, promotions, and company updates to ensure informed and relevant customer support. 7. **Performance Metrics**: Meet or exceed established performance metrics, such as response time and customer satisfaction scores by employing persuasive communication techniques and efficiency. 8. **Training and Development**: Participate in ongoing training sessions and professional development opportunities to enhance skills and contribute to team success. --- **Requirements**: *Education & Experience*: - Minimum of 4 years of experience in customer service or a related field, preferably in a chat support role. - High school diploma or equivalent; Bachelor's degree in Communications, Business, or related field is a plus. *Skills & Qualifications*: - Strong typing skills with the ability to multitask effectively. - Proficient with chat software, customer relationship management (CRM) tools, and Microsoft Office Suite. - Excellent verbal and written communication skills, with a keen eye for detail. - Proven ability to adapt quickly to new software and processes, demonstrating a resourceful approach to problem-solving. *Personality Traits*: - Adaptable: Ability to adjust to changing priorities and customer needs in real-time. - Resourceful: Skilled in finding creative solutions and leveraging available resources to meet client needs. *Soft Skills*: - Persuasion: Ability to communicate persuasively to influence customer decisions and enhance their experience. - Adaptability: Readily adjusts strategies in response to changes in environment or customer needs. --- **Benefits**: - Paid sick leave - Travel & spending expenses - Joining Bonus **Working Environment**: At Norfolk Southern, we foster a culture that embraces change, encouraging every member of our team to respond resiliently to the evolving demands of our industry. Our working environment thrives on collaboration, innovation, and continuous improvement, where you will have the opportunity to grow and develop alongside the company. **Deadline to Apply**: Please submit your application by **September 24, 2024**. **Equal Opportunity Statement**: Norfolk Southern 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. --- Join our team today and help us shape the future of transportation!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
