**Job Title: Online Web Chat Associate**
**Company: Steel Dynamics**
**Location: Nelson, Nelson, NZ**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 4+**
**About Steel Dynamics:**
Steel Dynamics is a leading steel producer and metal recycler, committed to sustainability and innovation. We foster a culture that encourages creativity in problem-solving, promotes teamwork, and emphasizes professional development. Our environment supports calculated risk-taking to drive innovation and progress.
**Job Overview:**
We are seeking a motivated and resourceful Online Web Chat Associate to join our team. In this part-time role, you will serve as a vital point of contact for our customers, providing exceptional service through live chat interaction. Your ability to think critically and cooperate effectively will help you address inquiries efficiently and enhance customer satisfaction.
**Key Responsibilities:**
- **Customer Interaction:** Respond promptly and professionally to customer inquiries via live chat channels. Ensure clear and effective communication to meet the needs of customers.
- **Issue Resolution:** Utilize problem-solving skills to understand customer issues or concerns and provide appropriate solutions to resolve them promptly. Escalate complex issues to the relevant departments when necessary.
- **Product Knowledge:** Maintain an in-depth understanding of the company's products, services, and policies to assist customers effectively. Stay updated on new product offerings and changes in company policy.
- **Documentation:** Record and document customer interactions accurately in the customer relationship management (CRM) system, ensuring all necessary information is captured for future reference and analysis.
- **Collaboration:** Work closely with other team members and departments to share insights and foster a cooperative atmosphere. Actively contribute to team meetings and training sessions.
- **Performance Metrics:** Strive to meet or exceed established performance metrics, including response times, resolution times, and customer satisfaction ratings.
- **Feedback Implementation:** Gather customer feedback and suggest improvements to processes or products based on customer interactions. Contribute to the overall refinement of customer service strategies.
- **Continuous Learning:** Engage in ongoing training and development opportunities to enhance your skills and knowledge related to the industry and customer service techniques.
**Requirements:**
- **Experience:** A minimum of 4 years of experience in customer service or related fields, with a strong background in online chat support.
- **Education:** High School Diploma required; a degree in communication, business, or a related field is preferred.
- **Technical Skills:** Proficient in using various customer service platforms and CRM tools. A solid understanding of web-based technologies and communication tools is essential.
- **Personality Traits:**
- **Motivated:** Self-driven with a strong desire to achieve goals and contribute positively to team dynamics.
- **Resourceful:** Able to think on your feet and come up with creative solutions to unexpected challenges.
- **Soft Skills:**
- **Cooperation:** Ability to collaborate effectively with diverse teams and contribute to a positive work environment.
- **Critical Thinking:** Strong analytical skills to assess situations, identify problems, and devise actionable solutions.
**Benefits:**
- Travel and spending expenses covered while on duty.
- Complimentary gym membership to promote health and wellness.
- Retirement plan options to support your long-term financial goals.
**Working Environment:**
At Steel Dynamics, we encourage calculated risk-taking to drive innovation and progress. Our culture supports a balance of teamwork and individual accountability, ensuring you have the resources and support needed to excel in your role.
**Application Process:**
To apply for the Online Web Chat Associate position, please submit your resume and cover letter detailing your relevant experience and why you are a good fit for this role. The deadline for applications is October 31, 2024.
**Equal Opportunity Statement:**
Steel Dynamics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.