**Job Title: Online Chat Support Officer** **Company: Domtar** **Location: Auckland, Auckland, New Zealand** **Job Type: Part-Time** **Seniority: Entry Level** **Years of Experience: 0** --- ### Job Overview Domtar is seeking a motivated and driven Online Chat Support Officer to join our team in Auckland. This entry-level position is perfect for individuals eager to start their career in customer support while contributing to a positive customer experience. As an Online Chat Support Officer, you will play an essential role in facilitating communication between our clients and the company. You'll be responsible for addressing inquiries promptly, providing accurate information, and ensuring customer satisfaction. This is an excellent opportunity for someone who is passionate about helping others and looking for part-time work in a supportive and entrepreneurial environment. --- ### Responsibilities 1. **Customer Interaction:** - Respond promptly and accurately to customer inquiries received via online chat, providing clear and helpful solutions. - Maintain a positive and professional demeanor during all interactions, ensuring a high-quality customer experience. 2. **Issue Resolution:** - Assist customers in troubleshooting basic issues, escalating more complex queries to the appropriate departments as needed. - Document customer interactions and maintain up-to-date records of customer issues and resolutions. 3. **Product Knowledge:** - Develop a strong understanding of Domtar's products and services to effectively address customer inquiries. - Keep abreast of any changes in policies, procedures, or product information to provide current and relevant assistance. 4. **Feedback Collection:** - Gather customer feedback and insights through chat interactions, reporting trends and suggestions for service improvements to the management team. 5. **Team Collaboration:** - Work closely with other team members to ensure a cohesive customer support experience. - Participate in team meetings and training sessions to enhance knowledge and skills. 6. **Performance Metrics:** - Meet KPIs related to response times, customer satisfaction scores, and resolution rates as determined by the support team lead. - Maintain a proactive approach to self-improvement based on performance feedback. --- ### Requirements #### **Education and Experience:** - High School diploma or equivalent required; some college education preferred. - No previous experience required; however, a strong willingness to learn and adapt is essential. #### **Personality Traits:** - Motivated individual with a strong drive to succeed in a customer support environment. - Proactive mindset and enthusiastic approach to problem-solving. #### **Soft Skills:** - Excellent communication skills with the ability to convey information clearly and concisely. - Strong organizational skills with an aptitude for project management, capable of prioritizing tasks effectively. #### **Technical Skills:** - Basic computer skills, including proficiency with chat software and Microsoft Office Suite. - Familiarity with CRM systems or customer service software is a plus, but not required. --- ### Benefits - **Disability Insurance:** Employee coverage to ensure financial protection in case of unexpected medical conditions. - **Free Accommodation:** Complimentary housing arrangements during your working hours, enabling a hassle-free transition to your role. - **Life Insurance:** A comprehensive life insurance plan to offer peace of mind to you and your family. --- ### Work Environment At Domtar, we nurture an entrepreneurial atmosphere even within an established organization. We believe that fostering a culture of innovation and creativity is crucial to our success. Employees are encouraged to bring forward ideas, challenge the norm, and contribute to our mission and values. --- ### Application Deadline Interested candidates are encouraged to apply by **September 20, 2024**. --- ### Equal Opportunity Statement Domtar 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 regardless of race, gender, age, religion, sexual orientation, disability, or any other status.Ace Move --- Join us at Domtar and take the first step in your career journey in a supportive and dynamic environment! We look forward to receiving your application.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
