**Job Title:** Online Contact Center Officer **Company:** Hormel Foods **Location:** Auckland, Auckland, NZ **Job Type:** Full-time **Seniority:** Associate Level **Years of Experience:** 4 **Job Description:** Hormel Foods is seeking an energetic and independent Online Contact Center Officer to join our dynamic team in Auckland.
As a key player in our contact center, you will be responsible for delivering exceptional customer service through various online channels, ensuring that our customers receive timely and accurate information about our products and services.
Your innovative spirit and commitment to excellence will contribute to maintaining Hormel Foods' reputation for quality and customer satisfaction.
**Key Responsibilities:** 1.
**Customer Interaction:** - Handle inbound inquiries and outbound follow-ups via email, chat, and social media with professionalism and clarity.
- Address customer complaints and product queries swiftly, ensuring a resolution that meets or exceeds customer expectations.
- Proactively engage with customers to gather feedback and identify areas for improvement in products and services.
2.
**Product Knowledge:** - Develop an extensive understanding of Hormel Foods' product line to provide accurate information and recommendations to customers.
- Stay updated on new product launches, promotional campaigns, and industry trends to enhance customer interactions.
3.
**Documentation and Reporting:** - Maintain accurate records of customer interactions and transactions, documenting inquiries and follow-up actions in the company's CRM system.
- Generate reports on customer issues, feedback, and inquiries to identify trends and support continuous improvement initiatives.
4.
**Collaboration and Teamwork:** - Work closely with cross-functional teams, including marketing, sales, and product development, to ensure coherent messaging and product positioning.
- Participate in team meetings and training sessions, sharing insights and best practices to enhance overall team performance.
5.
**Customer Satisfaction and Metrics:** - Monitor and achieve key performance indicators (KPIs) related to customer satisfaction, response times, and issue resolution rates.
- Implement processes to enhance customer engagement and satisfaction throughout the online experience.
6.
**Continuous Improvement:** - Contribute ideas and suggestions for improving online customer service strategies and workflows.
- Remain adaptable to changes in products, technologies, and customer service protocols to maintain efficiency and effectiveness in service delivery.
**Requirements:** - **Experience:** - Minimum of 4 years of experience in a customer service or contact center role, preferably within an online environment.
- **Education:** - Bachelor's degree in Business Administration, Communications, or a related field preferred, but not mandatory.
- **Skills:** - Excellent presentation skills with the ability to convey information clearly and persuasively.
- Strong cooperation and teamwork abilities, showcasing the capacity to work effectively with diverse teams and departments.
- **Personality Traits:** - Energetic with a proactive attitude towards problem-solving and customer engagement.
- Independent, confident, and able to handle responsibilities with minimal supervision.
- **Technical Proficiencies:** - Proficient in the use of CRM software, Microsoft Office Suite, and virtual communication platforms.
- Familiarity with social media platforms and online customer support tools.
**Benefits:** - Comprehensive training and professional development programs.
- Vision insurance coverage.
- Reimbursement for travel and spending expenses incurred during work-related duties.
- Opportunities to unleash creativity in a setting that celebrates and nurtures innovation.
**Working Environment:** Join a vibrant work culture at Hormel Foods where creativity is encouraged, and innovative ideas are valued.
Our team thrives in a collaborative atmosphere, dedicated to fostering personal development and professional growth.
**Application Process:** If you are passionate about providing stellar online customer service and want to be a part of a leading company that values innovation, we invite you to apply.
Deadline for applications is October 29, 2024.
**Equal Opportunity Statement:** Hormel Foods 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, national origin, gender, gender identity, sexual orientation, age, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.