**Job Title: Contact Center Assistant** **Company: NetApp** **Location: Auckland, Auckland, NZ** **Job Type: Full-time** **Seniority: Associate Level** **Years of Experience: 4** **About Us:** At NetApp, we are committed to transforming the way the world works through innovative data management solutions. As an industry leader, we prioritize quality in all aspects of our work, products, and services. We are looking for a driven and reliable Contact Center Assistant to join our dynamic team in Auckland. **Job Summary:** As a Contact Center Assistant, you will play a crucial role in enhancing customer experiences and ensuring that our clients receive the highest level of service. You will be responsible for responding to inquiries, troubleshooting issues, and providing concise information regarding our products and services. Your decision-making skills and research capabilities will be vital in resolving customer challenges and promoting customer satisfaction. **Key Responsibilities:** 1. **Customer Engagement:** - Serve as the first point of contact for customers via phone, email, and chat. - Listen to customer needs and concerns, providing appropriate solutions that align with company policies and procedures. - Maintain a positive and professional demeanor while interacting with customers. 2. **Issue Resolution:** - Accurately identify and troubleshoot customer issues, providing effective and timely solutions. - Escalate complex issues to appropriate departments when necessary, ensuring that customers are informed throughout the process. 3. **Data Management:** - Record and maintain detailed logs of customer interactions, inquiries, and resolutions in the CRM system. - Analyze customer feedback and patterns to provide insights for process and service enhancements. 4. **Research Support:** - Conduct research to find accurate information regarding products and services for both customers and team members. - Keep up-to-date with product and service offerings to provide informed responses. 5. **Team Collaboration:** - Collaborate with other team members and departments to improve overall service quality and share best practices. - Participate in team meetings, bringing forth ideas and feedback for continuous improvement. 6. **Training & Development:** - Assist in onboarding and training new team members on company policies and customer service protocols. - Engage in ongoing training sessions and self-directed learning to enhance personal and professional development. **Requirements:** - **Education:** Bachelor's degree or equivalent experience. - **Experience:** Minimum of 4 years in a customer service or contact center environment. - **Technical Proficiency:** Familiarity with CRM software and Microsoft Office Suite. - **Personality Traits:** - Driven and motivated with a strong work ethic. - Reliable and accountable for delivering results. - **Soft Skills:** - Strong decision-making abilities to assess and respond to customer needs effectively. - Excellent research skills to gather information and resolve customer inquiries. - Outstanding verbal and written communication skills. **Benefits:** - Profit sharing opportunities reflecting our commitment to shared success. - Remote work flexibility to balance personal and professional life. - Comprehensive retirement plan to help secure your future. **Working Environment:** At NetApp, we emphasize a quality-driven approach in all our endeavors. Our team thrives in an atmosphere that fosters professionalism and collaboration, ensuring the utmost satisfaction for both our clients and employees. **Application Deadline:** Please submit your application by **October 29, 2024**. **Equal Opportunity Statement:** NetApp is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and walks of life. Join our team at NetApp, where your skills, ambition, and dedication will be valued and nurtured. We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.