**Job Title: Web Chat Representative - Work from Home** **Company: Nationwide** **Location: Wellington, Wellington, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Experience Required: 4 Years** **Application Deadline: ******** ** **Job Description:** Nationwide is seeking a dynamic and dedicated Web Chat Representative to join our remote customer service team.
As a Web Chat Representative, you will play a crucial role in delivering exceptional service to our clients through online chat support.
We pride ourselves on fostering a culture that embraces change and promotes resilience.
This position is ideal for motivated individuals who have strong negotiation skills and excel at teamwork.
**Key Responsibilities:** - **Customer Engagement:** Provide prompt, accurate, and friendly responses to customer inquiries via web chat, ensuring a positive customer experience.
- **Issue Resolution:** Identify customer needs and issues quickly and efficiently, navigating various tools and resources to provide effective solutions.
- **Product Knowledge:** Maintain up-to-date knowledge of Nationwide's products and services, enabling you to educate customers and address their inquiries confidently.
- **Documentation:** Accurately document customer interactions, including inquiries, issues, and resolutions, to maintain a comprehensive record for follow-up and quality assurance.
- **Team Collaboration:** Work closely with fellow team members, sharing insights, best practices, and information to foster a collaborative atmosphere that enhances overall team performance.
- **Feedback Implementation:** Actively participate in feedback sessions and training opportunities, adapting to changes in protocols, products, and technologies as required.
- **Performance Metrics:** Meet and exceed performance targets and metrics, such as response time, resolution rate, and customer satisfaction scores.
- **Change Adaptation:** Demonstrate resilience and adaptability in a rapidly changing environment, managing multiple tasks and shifting priorities effectively.
- **Promote Company Values:** Embody the values of Nationwide by providing a high level of service and representing the company positively in all interactions.
**Requirements:** - **Education:** High school diploma or equivalent; relevant certifications or coursework in customer service or a related field is a plus.
- **Experience:** Minimum of 4 years of experience in a customer service or support role, preferably with a web chat focus.
- **Skills:** - **Soft Skills:** Strong negotiation skills with the ability to handle objections and find mutually agreeable solutions.
Ability to work effectively as part of a team, contributing positively to team dynamics.
- **Technical Skills:** Proficient in using customer service software and chat tools; ability to learn new systems quickly.
- **Communication:** Excellent written communication skills with a clear and friendly tone, ensuring clarity and professionalism in all chat interactions.
- **Personality Traits:** - **Resilient**: Ability to handle high-pressure situations and manage challenges with composure.
- **Motivated**: Self-driven and proactive, with a passion for providing exceptional customer service.
**Benefits:** - **Travel & Spending Expenses**: Eligible for travel and spending reimbursements based on company policies.
- **Retirement Plan**: Access to a comprehensive retirement plan to help you prepare for the future.
- **Company Equipment**: Provision of necessary equipment to facilitate remote work, ensuring you have the tools to succeed.
**Working Environment:** At Nationwide, you will thrive in a culture that embraces change and responds resiliently.
We encourage continuous learning and personal development, fostering an environment where you can grow professionally while making a meaningful impact on our customer experience.
**Equal Opportunity Statement:** Nationwide 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, color, religion, gender, gender identity, sexual orientation, national origin, disability, or any other protected characteristic.
If you are a motivated individual with a passion for customer service and the ability to thrive in a remote environment, we would love to hear from you!
Apply by the deadline of ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.