**Job Title:** Contact Center Specialist - Remote Work **Company:** Booz Allen Hamilton Holding **Location:** Hamilton, Waikato, NZ **Job Type:** Part-time **Seniority:** Associate Level **Years of Experience:** 4 --- **Company Overview:** At Booz Allen Hamilton Holding, we are committed to delivering exceptional value to our clients through innovative solutions and unparalleled expertise. We cultivate a diverse and inclusive environment that prioritizes professional development and strives for continuous improvement. **Position Summary:** As a Contact Center Specialist at Booz Allen Hamilton, you will play a crucial role in ensuring optimal customer service through effective communication and problem-solving skills. You will be responsible for managing customer inquiries and providing resolutions in a timely manner while fostering a positive experience for every interaction. **Responsibilities:** 1. **Customer Interaction:** - Handle inbound and outbound customer communications via phone, email, and chat. - Establish and maintain strong relationships with clients to understand their needs and concerns. - Provide high-quality assistance and support, ensuring customer issues are resolved promptly. 2. **Issue Resolution:** - Troubleshoot and resolve customer issues and complaints effectively and efficiently. - Conduct research to identify solutions and escalate unresolved issues to the appropriate team members when necessary. - Document all interactions and resolutions in the system to track progress and maintain comprehensive records. 3. **Communication:** - Communicate clearly and effectively with customers, colleagues, and stakeholders. - Collaborate with team members to improve processes and share insights on customer feedback. 4. **Performance Metrics:** - Meet or exceed individual and team performance metrics and KPIs related to call volume, customer satisfaction, and resolution times. - Participate in regular performance reviews and contribute to continuous improvement initiatives. 5. **Training and Development:** - Engage in ongoing professional development and training provided by the company. - Stay updated on product knowledge, company policies, and industry trends to deliver accurate information. 6. **Operational Support:** - Assist in identifying areas of improvement within the contact center operations. - Support special projects and initiatives as required by management. **Requirements:** 1. **Experience:** - Minimum of 4 years of experience in a contact center or customer service role. - Demonstrated history of successful customer interactions and issue resolution. 2. **Education:** - Bachelor's degree in a relevant field or equivalent work experience preferred. 3. **Technical Skills:** - Proficient in using customer relationship management (CRM) software and other relevant tools. - Strong aptitude for learning new technologies quickly. 4. **Soft Skills:** - Excellent cooperation and teamwork abilities to work effectively within a diverse group. - Strong research skills to identify solutions and enhance customer satisfaction. 5. **Personality Traits:** - Dedicated and driven, demonstrating an eagerness to contribute to team success and client satisfaction. 6. **Work Environment:** - Ability to work independently in a remote environment while being a collaborative team player. **Benefits:** - Relocation allowance to assist with relocation costs. - Comprehensive retirement plan options. - Company-provided equipment to support your work from home setup. **Working Environment:** At Booz Allen Hamilton, we promote a culture of ongoing learning and development for personal and professional growth. We empower our employees to take charge of their career paths and encourage them to participate in training programs and workshops to enhance their skills and advance their careers. **Application Deadline:** All applications must be submitted by October 26, 2024. **Equal Opportunity Statement:** Booz Allen Hamilton Holding 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, sex, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.