**Job Title:** Online Chat Support Associate **Company:** Ball **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience Required:** 4+ Years --- **Company Summary:** At Ball, we believe in a world that's sustainable and enriching, both for people and the planet. We are a global leader in packaging solutions, committed to innovative manufacturing practices that align with our mission to create and sustain vibrant communities. As part of our team, you will play a significant role in contributing to a meaningful mission that extends beyond our products. --- **Job Summary:** The Online Chat Support Associate will serve as a key point of contact for our customers, providing exceptional service and assistance through online chat platforms. This role requires a driven and adaptable individual who is committed to delivering innovative solutions and managing projects efficiently. The successful candidate will possess strong communication skills and a passion for helping customers achieve their goals while representing the values of our company. --- **Key Responsibilities:** - **Customer Interaction:** - Provide engaging and proactive customer support through online chat, addressing inquiries, concerns, and feedback efficiently and courteously. - Collaborate closely with the Customer Support team to ensure seamless and consistent communication across all channels. - **Problem Solving:** - Demonstrate resourcefulness in resolving customer issues, offering thoughtful solutions that align with company policies and enhance customer satisfaction. - Escalate complex issues appropriately to the relevant department while ensuring timely and professional follow-up. - **Project Management:** - Assist in the implementation and monitoring of customer support projects, ensuring deadlines are met and objectives are achieved. - Collect and analyze customer feedback to identify trends and areas for service improvement. - **Innovation:** - Foster a culture of innovation by proposing new ideas for enhancing the online chat experience and the overall customer journey. - Stay informed about industry trends and technology developments to continuously improve service delivery. - **Documentation and Reporting:** - Maintain accurate records of customer interactions and feedback, generating reports to provide insights into customer needs and preferences. - Collaborate with other departments to develop FAQs and support documentation that empower customers to self-service. - **Training and Development:** - Participate in ongoing training and development programs to enhance product knowledge, service skills, and performance. - Help onboard new team members by sharing best practices and insights from your customer interactions. --- **Requirements:** - **Education:** - Bachelor's degree or equivalent experience in a relevant field. - **Experience:** - Minimum 4 years of customer support experience, preferably in an online chat support environment or a related field. - **Skill Set:** - Adaptable: Ability to adjust quickly to changing priorities and customer needs. - Driven: Demonstrated self-motivation and focus on continuous improvement. - Innovation: Strong creative problem-solving skills with a knack for thinking outside the box. - Project Management: Experience in managing projects or initiatives with attention to detail and organization. - **Soft Skills:** - Excellent verbal and written communication skills with a focus on providing clear and empathetic responses to customers. - Strong interpersonal skills that foster collaboration and teamwork. - Time management abilities to multitask effectively while maintaining a high-quality service standard. --- **Benefits:** - Comprehensive dental insurance - Coverage for travel and other related expenses - Provision of company equipment necessary for success in the role --- **Working Environment:** At Ball, we align our work with a greater purpose. Every day, we contribute to a meaningful mission that enhances both our communities and the world at large. Join us in being part of something bigger and help us achieve sustainability and innovation in packaging solutions. --- **Application Deadline:** October 31, 2024. **Equal Opportunity Statement:** Ball 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 experiences. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.