**Job Title:** Online Customer Support Specialist **Company:** J.B. Hunt Transport Services **Location:** Nelson, Nelson, NZ **Job Type:** Full-time **Seniority Level:** Associate Level **Years of Experience Required:** 2+ years --- **Job Description:** J.B. Hunt Transport Services is seeking a reliable and motivated Online Customer Support Specialist to join our dynamic team in Nelson, NZ. This full-time position is crucial in providing exceptional service to our customers and ensuring their needs are met in a timely and efficient manner. As a member of our customer support team, you will engage with clients through various online platforms and contribute to our mission of delivering high-quality service while fostering positive relationships with our customers. **Key Responsibilities:** - **Customer Engagement:** Respond promptly to customer inquiries via email, chat, and social media, ensuring issues are resolved quickly and efficiently. - **Troubleshooting Support:** Assist customers in resolving product-related issues through detailed guidance, problem identification, and strategic solution implementation. - **Account Management:** Maintain accurate and up-to-date records of customer interactions, ensuring compliance with company procedures and policies. - **Feedback Collection:** Gather customer feedback and suggestions to identify areas for service improvement and relay information to the relevant departments. - **Training Participation:** Engage in ongoing training and professional development initiatives, ensuring you remain knowledgeable about our products, services, and industry trends. - **Collaboration:** Work closely with the sales and operations teams to ensure a seamless customer experience and to facilitate effective communication regarding customer needs. - **Quality Assurance:** Monitor and assess the quality of customer interactions, actively seeking opportunities to enhance service delivery. - **Strategic Planning:** Contribute to departmental strategies by identifying trends in customer inquiries and proposing actionable insights and improvements. - **Emergency Response:** Handle escalated customer issues and complaints with empathy and professionalism, ensuring resolutions align with company standards. **Requirements:** - **Education:** High school diploma or equivalent required; a degree in a related field is a plus. - **Experience:** Minimum of 2 years of experience in customer service or online support, preferably in the logistics or transportation industry. - **Technical Skills:** Proficient in using customer support software, CRM systems, and online communication tools. Familiarity with social media platforms is a plus. - **Personality Traits:** - Reliable: Consistently meets deadlines and commitments while adhering to company policies. - Motivated: Self-driven with a passion for providing exceptional customer service and seeking continuous improvement. - **Soft Skills:** - Critical Thinking: Ability to analyze complex customer issues and develop effective solutions in a fast-paced environment. - Strategic Planning: Skill in evaluating customer feedback and trends to drive enhanced service strategies. **Benefits:** - Training & professional development opportunities to enhance skills and career advancement. - Paid sick leave to ensure your well-being and that of your family. - Life insurance for added financial security for you and your loved ones. **Working Environment:** At J.B. Hunt, we prioritize quality in all aspects of our work, products, and services. We believe that our commitment to excellence not only benefits our customers but also contributes to the professional growth and satisfaction of our team members. **Application Deadline:** October 29, 2024 **Equal Opportunity Statement:** J.B. Hunt Transport Services is an equal opportunity employer. We value diversity and inclusivity in our workforce and encourage all qualified individuals to apply, regardless of race, gender, age, religion, national origin, or disability status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.