**Job Title: Online Web Chat Officer** **Company:** Deere **Location:** Christchurch, Canterbury, NZ **Job Type:** Full-time **Seniority:** Associate Level **Years of Experience:** 3 --- **Job Description:** Deere is seeking a dynamic and passionate Online Web Chat Officer to join our team in Christchurch, Canterbury. As part of our commitment to delivering exceptional customer service, you will engage with clients via online chat, providing information and assistance while effectively leveraging data to inform decisions and drive strategic initiatives. **Key Responsibilities:** 1. **Customer Engagement:** - Serve as the first point of contact for customers interacting with our online chat platform. - Respond promptly and effectively to customer inquiries, providing accurate information about products and services. - Resolve customer issues through online chat while ensuring a high level of user satisfaction. 2. **Data Utilization:** - Analyze chat data to identify trends, patterns, and areas for improvement in customer engagement. - Collaborate with the marketing and product teams to provide insights from customer interactions that inform strategic initiatives. - Implement feedback loops to constantly refine chat strategies and improve customer experience. 3. **Team Collaboration:** - Work closely with other team members to ensure a seamless online customer service experience. - Participate in regular team meetings to review chat performance metrics and share best practices. - Assist in training new staff members on effective chat techniques and customer service excellence. 4. **Continuous Improvement:** - Stay updated on product knowledge and changes to assist customers effectively. - Contribute to developing FAQs and knowledge base articles to enhance customer self-service options. - Suggest improvements to technology and processes in the chat function to streamline response times and enhance customer experience. 5. **Reporting and Documentation:** - Maintain thorough documentation of customer interactions and feedback to assist in ongoing evaluation of service quality. - Prepare bi-weekly reports on chat performance, including customer satisfaction scores, average response times, and resolved issues. --- **Requirements:** **Education and Experience:** - Minimum of 3 years' experience in a customer service role, preferably in online chat or digital support environments. - Bachelor's degree in Communications, Business, or a related field is preferred but not required. **Technical Skills:** - Proficient in using online chat platforms and customer relationship management (CRM) software. - Strong computer skills, including experience with Microsoft Office Suite and data analytics tools. **Soft Skills:** - Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally. - Strong adaptability and problem-solving skills, allowing for quick responses to evolving customer needs and inquiries. **Personality Traits:** - Passionate about customer service and helping others, with a genuine enthusiasm for building customer relationships. - Energetic and self-motivated, with a proactive approach to work and the ability to thrive in a fast-paced environment. --- **Benefits:** - Competitive salary with paid overtime. - Relocation allowance for candidates moving to the Christchurch area. - Visa sponsorship for eligible candidates. **Working Environment:** At Deere, we believe in leveraging data to inform decisions and drive strategic initiatives. You will work within a collaborative and innovative environment, encouraging you to contribute your ideas and share your insights. **Application Deadline:** Please submit your application by October 29, 2024. **Equal Opportunity Statement:** Deere 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, gender identity, sexual orientation, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.