**Job Title:** Web Chat Representative **Company:** J.B. Hunt Transport Services **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Entry Level **Years of Experience:** 1 **Job Description:** J.B. Hunt Transport Services is seeking a dedicated and enthusiastic Web Chat Representative to join our dynamic team in Dunedin, Otago.
This entry-level part-time position is perfect for individuals looking to start their career in customer service within a respected and innovative transportation company.
As a Web Chat Representative, you will play a crucial role in delivering exceptional service and support to our valued customers through our online chat platform.
**Key Responsibilities:** - **Customer Engagement:** Respond to incoming web chat inquiries from customers in a timely and professional manner, addressing questions and concerns related to transportation services, pricing, and scheduling.
- **Problem Resolution:** Utilize critical thinking and resourcefulness to troubleshoot issues raised by customers, ensuring their needs are met while maintaining a high level of customer satisfaction.
- **Information Management:** Accurately log and document customer interactions in our CRM system, providing detailed notes on inquiries and resolutions to enhance the team's knowledge base.
- **Collaboration:** Work closely with other team members and departments to relay customer feedback, promote service improvements, and contribute to ongoing process innovations.
- **Service Education:** Provide customers with information about our services and solutions to help them understand how to best utilize our offerings, adapting communication techniques to meet various customer needs.
- **Performance Metrics:** Meet and strive to exceed individual and team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- **Process Improvement:** Actively participate in team meetings and training sessions, sharing insights and suggesting enhancements to chat solutions and customer service strategies.
- **Crisis Management:** Maintain composure while interacting with frustrated or upset customers, employing strategic planning and conflict resolution skills to turn negative experiences into positive outcomes.
**Requirements:** - **Experience:** Minimum of 1 year of experience in a customer-facing role, preferably in a web chat or online customer service environment.
- **Education:** High school diploma or equivalent; further education or training in communication, business, or customer service preferred.
- **Personality Traits:** - **Resourceful:** Ability to identify solutions and think creatively to resolve customer inquiries.
- **Adaptable:** Comfortable quickly adjusting to new systems, processes, or customer demands in a fast-paced environment.
- **Soft Skills:** - **Strategic Planning:** Capable of evaluating situations and making informed decisions that prioritize customer needs and company goals.
- **Innovation:** Willingness to contribute fresh ideas that improve the customer experience and enhance operational efficiency.
- **Technical Proficiency:** Familiarity with customer relationship management (CRM) software, chat systems, and general computer skills, including proficiency in Microsoft Office Suite.
- **Communication Skills:** Strong verbal and written communication skills, with an ability to articulate information clearly and effectively.
**Benefits:** - **Company Transportation:** Access to company resources for transportation as needed for work-related tasks.
- **Travel & Spending Expenses:** Reimbursement for pre-approved travel and related expenditures incurred while performing company duties.
- **Joining Bonus:** Attractive joining bonus for successful candidates who meet performance benchmarks during the initial onboarding period.
**Working Environment:** At J.B. Hunt, we prioritize employee well-being through health and wellness initiatives.
Our collaborative and supportive team culture encourages professional development, work-life balance, and a satisfying work atmosphere.
**Application Deadline:** - All applications must be submitted by **October 31, 2024.
** **Equal Opportunity Statement:** J.B. Hunt Transport Services 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, religion, gender, sexual orientation, gender identity, national origin, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.