**Job Title:** Remote Chat Support Specialist **Company:** Viacom **Location:** Auckland, Auckland, NZ **Job Type:** Part-time **Seniority:** Associate Level **Experience Required:** 4 years **Job Description:** Viacom is seeking a dedicated and proactive Remote Chat Support Specialist to join our dynamic team. This position plays a crucial role in delivering exceptional customer service to our users across various platforms. As part of our commitment to understanding and exceeding customer expectations, you will be tasked with providing relevant solutions, demonstrating empathy, and ensuring a positive interaction experience. **Key Responsibilities:** - **Customer Interaction:** Engage with customers via live chat, email, and messaging channels, providing timely and accurate responses to their inquiries. - **Problem Resolution:** Analyze customer issues, identify root causes, and provide effective solutions while maintaining a high level of professionalism. - **Product Knowledge:** Maintain in-depth knowledge of Viacom's products and services to assist customers effectively and assist customers in navigating the features of our offerings. - **Feedback Collection:** Gather and document customer feedback to inform company strategies and product developments, ensuring that customer insights are utilized effectively. - **Collaboration:** Work closely with internal teams, including product development and marketing, to relay customer insights and improve service offerings. - **Training and Support:** Assist in the onboarding of new employees, sharing knowledge regarding systems and processes to uphold high support standards. - **Performance Analytics:** Analyze chat interactions and customer feedback data to improve service delivery and customer satisfaction metrics. - **Documentation:** Maintain clear and consistent records of customer interactions, issues logged, and resolution details in our CRM systems. - **Continuous Improvement:** Participate in team meetings and training sessions, contributing to ongoing improvement initiatives. **Requirements:** - **Experience:** Minimum 4 years of experience in customer support or a related field, with a focus on live chat communication. - **Education:** Bachelor's degree in a relevant field or equivalent experience. - **Skills:** - Proven experience in customer service with exceptional analytical and problem-solving skills. - Strong presentation skills, capable of conveying complex information clearly and effectively to customers and team members. - Proficiency in using CRM software and other customer service tools. - Ability to multitask and work efficiently in a fast-paced environment. - **Personality Traits:** - Driven: Exhibiting a strong desire to succeed and achieve company and personal goals. - Hardworking: Demonstrating a strong work ethic and commitment to delivering high-quality service. - **Soft Skills:** - Excellent communication skills, both written and verbal. - Strong interpersonal skills with a knack for building rapport and trust with customers. - Empathy and patience to understand and address customer concerns. **Benefits:** - Company-issued equipment to perform your duties effectively. - Paid Time Off (PTO) to support work-life balance. - Gym membership to promote health and wellness. **Working Environment:** At Viacom, we are dedicated to understanding and exceeding customer expectations. We believe that the key to our success lies in our commitment to exceptional customer support. Every team member plays a vital role in engaging with our customers, solving their problems, and ensuring their satisfaction with our products and services. **Deadline to Apply:** Please submit your application by **October 27, 2024**. We encourage you to apply early as we will be reviewing applications on a rolling basis. **Equal Opportunity Statement:** Viacom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, ethnicity, gender, sexual orientation, disability, age, or any other status protected by applicable law. We encourage individuals from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.