**Job Title: Live Chat Specialist - Remote Work** **Company: MetLife** **Location: Dunedin, Otago, NZ** **Job Type: Full-time** **Seniority: Associate Level** **Years of Experience: 3** **About MetLife:** MetLife is a leading global provider of insurance, annuities, and employee benefits, dedicated to making a positive impact on the financial well-being of our customers.
We foster an inclusive and innovative culture, encouraging team members to embrace exploration and calculated risks for personal and professional growth.
**Job Overview:** We are seeking a motivated and adaptable Live Chat Specialist to join our dynamic team at MetLife.
In this role, you will be the first point of contact for clients seeking support through our live chat service.
You will be responsible for providing timely and effective solutions to customer inquiries, while ensuring a seamless and positive customer experience.
If you are a skilled communicator with a knack for problem-solving and a desire to help others, we welcome you to apply.
**Key Responsibilities:** - Engage with customers via live chat to address inquiries, concerns, and requests in a professional and efficient manner.
- Provide accurate information regarding MetLife's products and services while ensuring compliance with company policies.
- Handle customer complaints and negotiate resolutions effectively to promote customer satisfaction and retention.
- Collaborate with internal teams to resolve complex issues and escalate when necessary, ensuring a smooth transition for the customer.
- Maintain detailed records of customer interactions in our CRM system, documenting issues and resolutions for future reference.
- Identify common customer inquiries and provide feedback to management to enhance our FAQs and customer service processes.
- Stay updated on product knowledge and company policies to ensure the delivery of accurate information.
- Participate in regular training sessions to improve skills and knowledge related to customer service and MetLife offerings.
- Contribute to a positive team environment by sharing best practices and insights for improved service delivery.
- Uphold MetLife's values and reputation by maintaining a high standard of professionalism in all customer interactions.
**Qualifications and Requirements:** - A minimum of 3 years of experience in a customer service or support role, preferably in a live chat environment.
- Proven track record of effective negotiation skills and people management, with the ability to handle difficult situations and achieve positive outcomes.
- Exceptional written and verbal communication skills with a focus on empathy and understanding.
- Strong problem-solving abilities and an adaptable mindset to handle diverse customer inquiries.
- Proficient in using chat software and customer relationship management (CRM) platforms.
- Ability to manage time effectively and prioritize tasks in a fast-paced environment.
- A passion for customer service and a genuine desire to assist and empower clients.
- High level of empathy and resilience when interacting with customers, especially in challenging situations.
**Personality Traits:** - Adaptable: Able to quickly adjust to new situations and changes in priority within the workplace.
- Motivated: Self-driven and proactive in taking initiative to learn and improve processes.
**Benefits:** - Visa sponsorship for eligible candidates.
- Gym membership to encourage a healthy work-life balance.
- Travel and spending expenses for work-related engagements.
**Working Environment:** At MetLife, we encourage a spirit of exploration and taking calculated risks that promote growth and innovation.
Join us as we empower our customers and make a positive impact in their lives.
**How to Apply:** If you meet the qualifications and are excited about this opportunity, please submit your resume and a cover letter by **October 29, 2024**.
**Equal Opportunity Statement:** MetLife 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We welcome and encourage applications from people of all backgrounds.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.