### Job Title: Online Customer Support Representative **Company:** Expeditors International of Washington **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** 4 #### Job Summary: Expeditors International of Washington is seeking a dedicated, passionate, and independent Online Customer Support Representative to join our dynamic team in Hamilton. In this part-time role, you will be instrumental in providing exceptional customer service, addressing inquiries, resolving issues, and ensuring a seamless experience for our clients. You will play a key role in building strong relationships with our customers, colleagues, and partners, fostering a collaborative and innovative work environment. #### Responsibilities: - **Customer Service Excellence:** Respond promptly and professionally to customer inquiries via email, chat, or social media, providing accurate information regarding products and services, and guiding customers through any challenges they may face. - **Issue Resolution:** Identify, diagnose, and resolve customer complaints, concerns, and feedback effectively, ensuring a high level of customer satisfaction while adhering to company policies and procedures. - **Database Management:** Maintain an organized, updated record of customer interactions and support requests utilizing CRM software, ensuring all information is logged accurately for future reference. - **Product Knowledge:** Develop and maintain an in-depth understanding of our products and services to effectively assist customers and anticipate their needs. - **Relationship Building:** Cultivate strong relationships with existing and potential customers, colleagues, and partners by fostering open communication, collaboration, and mutual respect. - **Process Improvement:** Collaborate with team members and management to identify opportunities for enhancing customer processes and overall support efficiency, encouraging innovation and creativity in finding solutions. - **Feedback and Reporting:** Gather and analyze customer feedback, report trends or recurring issues to management, and suggest improvements or new features based on customer insights. - **Team Support:** Act as a point of contact for team members, assisting with escalated customer queries and sharing best practices to promote a culture of teamwork and collective success. - **Continuous Learning:** Stay updated on company policies, industry trends, and advancements in customer service tools and technologies to ensure the best possible support for our clients. #### Requirements: - **Education:** High school diploma required; a degree in business, communications, or a related field preferred. - **Experience:** A minimum of 4 years of experience in a customer support or related role, ideally within the logistics or transportation industry. - **Technical Skills:** Proficiency in customer service software, databases, and basic office applications (e.g., Microsoft Office Suite). Familiarity with CRM platforms is an advantage. - **Personality Traits:** - **Independent:** Ability to work autonomously and take initiative in resolving customer issues and innovating customer service processes. - **Passionate:** Demonstrated passion for delivering excellent customer service and commitment to the company's values and mission. - **Soft Skills:** - **Innovation:** Capacity to think critically and creatively to propose and implement effective customer service strategies. - **People Management:** Strong interpersonal skills with the ability to build rapport with diverse individuals and handle various customer personalities with ease. #### Benefits: - Paid Time Off (PTO) - Company equipment provided - Life insurance #### Working Environment: Join a collaborative and supportive atmosphere where you will build strong relationships with colleagues and clients. Our team values communication, innovation, and the mutual success of all members. #### Application Deadline: Please submit your application by **September 24, 2024**. **Equal Opportunity Statement:** Expeditors International of Washington 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, age, sex, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
