**Job Title:** Contact Center Associate **Company:** Staples **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 4 --- ### Job Description Staples is seeking a dynamic and dedicated **Contact Center Associate** to join our team in Hamilton, Waikato.
In this role, you will be the first point of contact for our customers, ensuring their queries and concerns are addressed efficiently and effectively.
We are looking for an individual who embodies our company values and is excited about embracing a culture that challenges norms and encourages bold thinking.
### Responsibilities - **Customer Support:** Manage inbound and outbound customer communications via phone, email, and chat.
Address customer inquiries, provide solutions, and resolve issues effectively to ensure customer satisfaction.
- **Product Knowledge:** Maintain an extensive knowledge of the Staples product offerings, services, and promotions.
Provide accurate information to customers to facilitate informed decision-making.
- **Data Management:** Record customer interactions and update information in our CRM systems accurately and in a timely manner.
Ensure that all records are maintained with the highest attention to detail.
- **Performance Metrics:** Meet and strive to exceed individual and team performance metrics including call handling time, resolution rates, and customer satisfaction scores.
- **Problem Solving:** Utilize strong analytical skills to assess customer issues and identify effective solutions.
Demonstrate an independent and confident approach in situations requiring escalation or resolution.
- **Training and Development:** Actively participate in training sessions and contribute to team learning by sharing insights and best practices.
- **Feedback and Reporting:** Provide insights on customer feedback and trends to help improve service offerings and customer experience.
Collaborate with management to develop and implement process improvements.
- **Adherence to Policies:** Ensure compliance with company policies, procedures, and performance standards at all times.
### Requirements - **Experience:** A minimum of 4 years in a customer service or call center role is essential, with a demonstrated history of success in a fast-paced environment.
- **Education:** High school diploma or equivalent; further education in communication, business, or a related field is advantageous.
- **Technical Skills:** Proficiency in using various software applications, CRM systems, and Microsoft Office Suite.
Comfortable navigating technology and learning new tools quickly.
- **Personality Traits:** - **Independent:** Ability to work autonomously and take initiative in resolving customer concerns.
- **Confident:** Strong self-assuredness in communicating with customers and addressing their needs.
- **Soft Skills:** - **Attention to Detail:** Strong focus on accuracy and thoroughness in processing customer requests and inquiries.
- **Analytical Thinking:** Excellent analytical skills to quickly assess situations, determine appropriate actions, and implement solutions.
### Benefits - **Life Insurance:** Comprehensive life insurance policy to provide peace of mind for you and your family.
- **Parental Leave:** Support during significant life events with our parental leave policy, ensuring you have the necessary time for family.
- **Profit Sharing:** Participate in profit-sharing programs as a valued member of the Staples team, benefiting from our collective success.
### Working Environment At Staples, we embrace a culture that challenges norms and encourages bold thinking.
We believe that a diverse team fosters innovation and creativity, which is why we are committed to providing an inclusive workplace where every voice is heard.
### Deadline to Apply Please submit your application by **October 31, 2024**.
--- ### Equal Opportunity Statement Staples is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees.
We celebrate diversity and are dedicated to fostering an inclusive environment for all team members.
--- If you are a motivated individual looking to make a difference in customer service, apply today to join the Staples team in Hamilton, embarking on a fulfilling part-time role as a Contact Center Associate!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.