**Job Title:** Online Customer Care Specialist **Company:** First Data **Location:** Hamilton, Waikato, NZ **Job Type:** Part-time **Seniority:** Associate Level **Years of Experience:** 3 ### Job Description First Data is seeking a skilled and dedicated Online Customer Care Specialist to join our team on a part-time basis. In this role, you will be the frontline ambassador for our brand, ensuring customer satisfaction and providing outstanding service to our diverse client base. The ideal candidate will be resourceful, adaptable, and ready to engage with customers in a fast-paced environment. ### Key Responsibilities - **Customer Support:** Respond promptly to customer inquiries via live chat, email, and other online platforms. Provide accurate information regarding products, services, and account management, demonstrating expertise in resolving issues. - **Problem Solving:** Utilize troubleshooting skills to address customer challenges efficiently and effectively. Identify common customer pain points and suggest improvements to internal processes. - **Relationship Management:** Develop and maintain strong relationships with customers through consistent follow-up and personalized communication. Build trust and rapport to enhance the overall customer experience. - **Documentation:** Maintain precise records of customer interactions and transactions. Ensure customer feedback is documented and communicated to relevant departments for continuous improvement. - **Collaboration:** Work closely with other departments, such as Sales and Technical Support, to relay customer queries and feedback effectively. Facilitate collaborative problem resolutions and maintain an open line of communication. - **Performance Metrics:** Meet or exceed predefined Key Performance Indicators (KPIs), including response time, resolution rate, and customer satisfaction scores. Regularly review performance data to identify areas for self-improvement and professional development. - **Training Participation:** Engage in ongoing training and professional development sessions to keep current with industry trends, product knowledge, and customer service best practices. - **Creativity and Innovation:** Contribute ideas for enhancing customer service practices, programs, and materials. Bring creative solutions to the team that can help streamline processes and improve customer interactions. - **Presentation Skills:** Participate in team meetings and training sessions, sharing insights and recommendations based on customer feedback and service observations. ### Requirements #### Education & Experience: - A minimum of 3 years of experience in a customer service role, with a focus on online support. - Proven experience in resolving customer issues effectively and efficiently. #### Technical Skills: - Proficient in using customer relationship management (CRM) software and online communication tools. - Familiarity with payment processing systems and financial products is a plus. #### Personality Traits: - **Resourceful:** Ability to quickly analyze situations and gather relevant information to solve problems. - **Adaptable:** Flexibility to thrive in a dynamic environment and manage changing priorities effectively. #### Soft Skills: - **Presentation:** Strong verbal and written communication skills, with the ability to present information clearly and persuasively. - **Creativity:** Innovative thinking with a knack for suggesting and implementing new ideas to improve service delivery. ### Benefits - Joining Bonus - Travel Opportunities - Life Insurance - A working environment that recognizes and rewards performance based on merit. ### Working Environment At First Data, we foster a culture that values individual contributions and rewards excellence. Our environment is collaborative, and we encourage creativity and adaptability among our employees. ### Application Deadline Please submit your application by **September 29, 2024** to be considered for this opportunity. ### Equal Opportunity Statement First Data 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
