**Job Title: Online Live Chat Officer** **Company: Marathon Petroleum** **Location: Hamilton, Waikato, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Years of Experience: 2** --- **Company Overview:** Marathon Petroleum is a dedicated leader in the refining and transportation of petroleum products, committed to providing exceptional service and support to our customers around the globe. We pride ourselves on fostering a diverse and innovative work environment that nurtures employee growth, promotes teamwork, and encourages work-life balance. Join us in delivering high-quality fuel and lubricants while ensuring our team members thrive both personally and professionally. --- **Position Overview:** We are seeking an enthusiastic and dedicated Online Live Chat Officer to join our dynamic team in Hamilton, Waikato. As an Online Live Chat Officer, you will be the first point of contact for our customers through real-time chat support. Your role will involve addressing inquiries, resolving issues, and delivering top-notch customer service while representing Marathon Petroleum's values and commitment to excellence. --- **Key Responsibilities:** 1. **Customer Support:** - Respond promptly to customer inquiries through live chat, email, or other digital platforms. - Provide accurate information regarding products, services, prices, promotions, and company policies. - Proactively identify customer needs and offer tailored solutions to enhance their experience. 2. **Issue Resolution:** - Escalate complex issues to relevant departments when necessary and follow up to ensure timely resolution. - Maintain a positive, empathetic, and professional attitude toward customers at all times. 3. **Documentation:** - Accurately document customer interactions, feedback, and issues encountered using internal systems. - Report trends or recurrent issues to management for continuous improvement initiatives. 4. **Collaboration:** - Work closely with cross-functional teams, including sales, marketing, and technical support, to gather information and support customer needs. - Participate in team meetings and contribute ideas for enhancing customer engagement strategies. 5. **Performance Tracking:** - Monitor and analyze personal performance metrics to ensure service levels are met and exceeded. - Maintain high levels of customer satisfaction and strive for positive feedback. 6. **Knowledge Enhancement:** - Stay updated on product knowledge, industry trends, and best practices related to customer service. - Participate in ongoing training sessions to enhance skills and effectiveness in the role. --- **Requirements:** - **Education & Experience:** - Minimum of two years of experience in customer service, preferably in a digital or online capacity. - High school diploma or equivalent required; degree in communications, business, or a related field preferred. - **Skills & Competencies:** - Excellent verbal and written communication skills in English. - Strong attention to detail and accuracy, with the ability to manage multiple priorities in a fast-paced environment. - Proficient in navigating various software applications, chat platforms, and customer relationship management (CRM) systems. - **Personality Traits:** - Dedicated: Committed to delivering high-quality service and continuously improving customer experiences. - Confident: Ability to communicate effectively and assertively while maintaining professionalism. - **Soft Skills:** - Strong planning and organizational skills to balance workload effectively. - Exceptional problem-solving capabilities with a customer-focused mindset. --- **Benefits:** - Disability insurance to ensure peace of mind. - Paid sick leave to support your health and wellness. - Free food provided at the workplace to encourage a positive work environment. --- **Working Environment:** At Marathon Petroleum, we value work-life balance and employee well-being. We encourage our team members to maintain a healthy equilibrium between their professional and personal lives. Our supportive work environment fosters collaboration, inclusivity, and mutual respect. --- **Application Process:** If you are passionate about delivering exceptional customer service and wish to contribute to an industry-leading company, we invite you to apply. Please submit your resume and a cover letter by ********** **. --- **Equal Opportunity Statement:** Marathon Petroleum 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, sex, national origin, disability, veteran status, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
