**Job Title:** Live Chat Specialist - Remote Work **Company:** Humana **Location:** Dunedin, Otago, NZ **Job Type:** Full-time **Seniority:** Entry Level **Years of Experience:** 1 **Job Description:** Humana is seeking an energetic and resilient Live Chat Specialist to join our dynamic team. As a crucial part of our customer engagement strategy, you will facilitate real-time communication through our digital platforms, ensuring our customers receive exemplary service and support. This is a remote position, ideal for someone looking to start their career in a vibrant and inclusive environment. **Key Responsibilities:** - **Customer Interaction:** Provide timely and efficient responses to customer inquiries through our live chat platform. Understand and assess customer needs to deliver precise information and resolve issues effectively. - **Problem Resolution:** Identify, troubleshoot, and resolve customer concerns while adhering to company policies and guidelines. Escalate issues to the appropriate department when necessary. - **Documentation:** Maintain accurate records of customer interactions and transactions, documenting details of inquiries, complaints, and responses in the relevant systems. - **Feedback and Improvement:** Gather customer feedback and report on trends to assist in service enhancement initiatives. Proactively suggest improvements to processes that improve customer satisfaction. - **Team Collaboration:** Work collaboratively with other departments, such as Customer Service and Technical Support, to improve overall service delivery and ensure customer concerns are addressed promptly. - **Training and Development:** Participate in ongoing training programs to stay updated on product knowledge and customer service best practices. Contribute to team meetings and share knowledge with peers. - **Performance Metrics:** Meet or exceed targets for response times, customer satisfaction, and issue resolution. Regularly review personal performance and seek improvement opportunities. - **Adherence to Policies:** Follow all company policies, procedures, and regulatory guidelines to maintain compliance and uphold the organization's values. **Requirements:** - **Education:** High school diploma or equivalent is required. A degree in a relevant field is a plus but not mandatory. - **Experience:** Minimum of 1 year of experience in customer service or a related field preferred. Experience in live chat support is highly advantageous. - **Technical Proficiency:** Familiarity with customer relationship management (CRM) software, live chat tools, and basic troubleshooting for digital platforms. - **Personality Traits:** - **Energetic:** A positive attitude and enthusiasm to engage with customers and the team. - **Resilient:** Ability to handle high-pressure situations and adapt to changing conditions while maintaining excellent customer service. - **Soft Skills:** - **Strategic Planning:** Ability to analyze situations and develop effective customer engagement strategies. - **Persuasion:** Proficient in influencing customer decisions through effective communication and relationship-building techniques. **Benefits:** - Competitive salary with paid overtime. - Visa sponsorship available for eligible candidates. - Coverage for travel and other spending expenses as per company policy. - Opportunity to work in an inclusive environment that embraces diversity and appreciates all perspectives. **Working Environment:** At Humana, we are committed to creating an inclusive culture that values and respects different perspectives. We believe that diversity enriches our team and enhances our ability to serve our customers effectively. As a Live Chat Specialist, you will thrive in a supportive environment that encourages growth and teamwork. **How to Apply:** If you are an enthusiastic individual looking to kickstart your career in a collaborative and innovative setting, we invite you to apply by the deadline of **October 29, 2024**. Please submit your resume and a cover letter detailing your relevant experience and motivation to join Humana. **Equal Opportunity Statement:** Humana 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, sexual orientation, gender identity, national origin, or any other characteristic protected by applicable laws.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.