**Job Title:** Chat Support Specialist - Work from Home **Company:** Tesoro **Location:** Auckland, Auckland, NZ **Job Type:** Part-time **Seniority Level:** Associate Level **Years of Experience:** 3 years ### Job Description: As a Chat Support Specialist at Tesoro, you will play a pivotal role in ensuring exceptional customer experiences through our online chat platform.
You will be responsible for assisting customers with inquiries, resolving issues, and providing information in a prompt and friendly manner.
This role is designed for individuals who excel in a fast-paced, technology-driven environment and are passionate about delivering outstanding customer service.
### Responsibilities: - **Customer Engagement:** - Respond to customer inquiries via online chat in a timely and professional manner.
- Actively listen to customer concerns and resolve issues while maintaining a positive and patient demeanor.
- **Issue Resolution:** - Troubleshoot customer problems effectively and efficiently to ensure satisfactory resolution.
- Escalate complex issues to appropriate departments while maintaining clear communication with customers.
- **Information Facilitation:** - Provide accurate and up-to-date information related to products, services, and company policies.
- Educate customers about product features, promotions, and service offerings to enhance their understanding and usage.
- **Record Keeping:** - Document customer interactions and feedback in the chat platform and customer management system to ensure seamless service continuity.
- Track and report common issues and customer trends to help improve overall service quality.
- **Collaboration:** - Work closely with team members to share best practices and strategies for effective customer support.
- Participate in team meetings and contribute ideas for process improvements and system enhancements.
- **Quality Assurance:** - Adhere strictly to company scripts, policies, and procedures to maintain a high standard of service.
- Participate in regular training and performance evaluations to continuously improve skills and service delivery.
### Requirements: - **Education and Experience:** - Minimum of 3 years of experience in a customer service or chat support role, preferably in a remote work environment.
- High school diploma or equivalent; a degree in communication, business, or a related field is a plus.
- **Technical Skills:** - Proficiency in using chat support software, CRM systems, and Microsoft Office Suite.
- Strong ability to troubleshoot basic technical issues related to chat functionalities and systems.
- **Soft Skills:** - **Attention to Detail:** Ensure accuracy in responses and attention to customer needs.
- **Teamwork:** Collaborate effectively with team members while being proactive in enhancing customer experience.
- **Personality Traits:** - **Dedicated:** Committed to upholding company standards and providing high-quality customer support.
- **Independent:** Capable of working autonomously, managing time effectively, and solving problems without close supervision.
### Benefits: - **Disability Insurance:** Comprehensive coverage to support your well-being.
- **Paid Sick Leave:** Flexible leave policies to ensure you can prioritize your health when needed.
- **Training & Professional Development:** Opportunities for skill enhancement and career growth within the company.
### Working Environment: At Tesoro, we believe that innovation drives efficiency.
You will work in a supportive environment that harnesses technology to create engaging and effective workflows.
Your contributions will directly impact customer satisfaction and the overall success of our services.
### Application Deadline: To be considered for this exciting opportunity, please submit your application by **September 29, 2024**.
**Equal Opportunity Statement:** Tesoro is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from candidates of all backgrounds and experiences, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
