**Job Title: Chat Support Representative**
**Company: JetBlue Airways**
**Location: Auckland, Auckland, NZ**
**Job Type: Part-Time**
**Seniority: Entry Level**
**Years of Experience: 1**
**About JetBlue Airways:**
JetBlue Airways is committed to bringing humanity back to air travel. With a passion for excellent customer service and innovative solutions, we focus on elevating the travel experience for all our customers. Join us in reshaping the way people experience flying, while enjoying a supportive and creative work environment.
**Position Overview:**
As a Chat Support Representative at JetBlue Airways, you will play a critical role in enhancing our customer experience. You will engage with customers through online chat, providing immediate assistance with their inquiries, resolving issues, and ensuring their travel plans are smooth and enjoyable. This part-time position provides an opportunity to develop your skills in a dynamic environment while contributing to our mission of excellent customer service.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers via chat, providing exceptional service while addressing inquiries about bookings, flight status, baggage policies, and other travel-related questions.
- **Issue Resolution:** Identify and resolve customer issues promptly and efficiently, utilizing tools and resources available to you.
- **Information Distribution:** Provide clear and accurate information regarding JetBlue's services, promotions, and policies to enhance customer satisfaction.
- **Documentation:** Maintain records of customer interactions, inquiries, comments, and complaints in accordance with company protocols.
- **Feedback Loop:** Gather customer feedback and provide insights to the management team to help improve service delivery and address recurring concerns.
- **Collaborate with Team:** Work closely with team members and other departments to ensure cohesive communication and problem resolution for customers.
- **Adaptability:** Stay updated on system enhancements, procedural changes, and service offerings to effectively assist customers.
- **Continuous Learning:** Participate in training sessions and professional development opportunities to enhance your skills and knowledge in customer service and airline operations.
**Requirements:**
- **Education:** High school diploma or equivalent required; relevant experience in customer service or support role preferred.
- **Experience:** A minimum of 1 year in a customer service role, with a focus on chat or online support preferred.
- **Personality Traits:** Must be dedicated to providing excellent customer service, confident in communications, and possess the ability to engage positively with customers.
- **Soft Skills:** Strong leadership qualities, exceptional verbal and written communication skills, and the ability to maintain a calm demeanor in fast-paced situations.
- **Technical Skills:** Proficient in using online chat software, Microsoft Office Suite, and general computer navigation; familiarity with CRM systems highly desired.
- **Availability:** Flexible to work part-time hours, including evenings, weekends, and holidays as needed.
**Benefits:**
- Remote work flexibility that allows for a comfortable work-life balance.
- Comprehensive training and professional development opportunities to support your growth within JetBlue Airways.
- Relocation allowance for candidates who may be required to move to Auckland for the position.
**Working Environment:**
At JetBlue Airways, we embrace creativity and welcome fresh ideas. Our culture values inventive solutions and supports team members who seek to propose improvements in customer service and operational processes. You will work in a collaborative support environment where your contributions are recognized and encouraged.
**Application Deadline:**
Please submit your application by November 2, 2024.
**Equal Opportunity Statement:**
JetBlue Airways 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, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.