**Job Title: Web Chat Officer - Work from Home** **Company: HollyFrontier** **Location: Auckland, Auckland, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Years of Experience: 4** **Company Overview:** HollyFrontier is a leading, innovative company dedicated to delivering quality products and services in the energy sector. We pride ourselves on our commitment to excellence and our ability to adapt and thrive in a rapidly changing environment. We are currently seeking a skilled and dynamic Web Chat Officer to join our remote team in Auckland. **Position Overview:** As a Web Chat Officer, you will play a crucial role in providing exceptional customer service through digital communication. Your primary responsibilities will include engaging with customers via chat to address inquiries, troubleshoot issues, and provide accurate information about our products and services. We are looking for an independent, confident individual with strong project management skills who can thrive in a fast-paced, ever-evolving work environment. **Key Responsibilities:** - **Customer Engagement:** Serve as the primary point of contact for customers through web chat, delivering prompt and helpful responses to inquiries. - **Issue Resolution:** Effectively identify customer needs and provide appropriate solutions or escalate issues as necessary. - **Product Knowledge:** Maintain a comprehensive understanding of our products, services, and policies to provide accurate information and support. - **Performance Tracking:** Monitor and track chat interactions, ensuring quality standards are consistently met and documented accurately. - **Continuous Improvement:** Collaborate with team members to identify opportunities for enhancing the customer experience and improving chat processes. - **Project Management:** Manage and prioritize multiple tasks and projects effectively, ensuring timely delivery of information and support to customers. - **Feedback Collection:** Gather customer feedback during interactions, documenting insights to share with the team to refine service offerings. - **Training Support:** Assist in training new team members on best practices for chat engagement and company policies. - **Adaptability:** Stay current with industry trends, customer needs, and technological advancements to keep our service relevant and effective. **Required Qualifications:** - Minimum of 4 years of experience in customer service, sales, or a related field, preferably in a web chat or digital communication role. - Proven ability to work independently with confidence and initiative, making sound decisions in a remote work environment. - Strong project management skills, with demonstrated success in managing multiple priorities and meeting deadlines. - Exceptional verbal and written communication skills, with an emphasis on presentation and effective customer interaction. - Proficiency in using customer service software, chat systems, and other digital communication tools. - A positive attitude and a passion for delivering outstanding customer service. **Preferred Qualifications:** - Experience in the energy or related industry is a plus. - Familiarity with customer relationship management (CRM) software. **Personality Traits:** - Confident: Ability to engage confidently with a diverse customer base, ensuring a positive service experience. - Independent: Self-directed work ethic that demonstrates reliability and the capacity to manage your own workload effectively. **Benefits:** - Free food: Enjoy complimentary snacks and meals provided during your shifts. - Company equipment: Receive the necessary equipment to perform your job efficiently from home. - Paid overtime: Benefit from paid overtime opportunities as our business needs require. **Working Environment:** You will be part of a remote team that thrives in an environment embracing and navigating change seamlessly. Flexibility and adaptability are essential traits as we continually evolve to meet customer and organizational needs. **Application Deadline:** Please submit your application by October 31, 2024. **Equal Opportunity Statement:** HollyFrontier 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.