**Job Title:** Chat Support Representative
**Company:** HollyFrontier
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description:
HollyFrontier is seeking a motivated and confident Chat Support Representative to join our dynamic team in Brisbane. As a part-time representative, you will play a vital role in communicating with our customers, providing exceptional support and aligning our work with a greater purpose to contribute to a meaningful mission within the industry.
### Key Responsibilities:
1. **Customer Engagement:**
- Respond to customer inquiries via chat promptly and professionally, ensuring customer satisfaction.
- Proactively engage with customers to understand their needs and provide tailored support.
- Maintain an approachable and friendly demeanor throughout all interactions, fostering a positive customer experience.
2. **Issue Resolution:**
- Identify and understand customer issues effectively, using active listening skills to clarify and resolve problems.
- Utilize problem-solving skills to provide solutions or escalations as necessary, ensuring a seamless resolution experience.
- Track and document all customer interactions and resolutions in the required systems to maintain accurate customer records.
3. **Communication:**
- Communicate clearly and effectively regarding company products, services, and policies to enhance customer understanding and experience.
- Collaborate with other departments to ensure efficient and effective resolution of customer concerns and feedback.
- Provide customers with knowledge and information about products and services through thorough responses.
4. **Performance Monitoring:**
- Achieve performance metrics related to chat response time, resolution efficiency, and customer satisfaction rates.
- Regularly review and assess personal and team performance metrics to identify areas for improvement.
- Participate in team meetings and training sessions to keep up to date with company policies, product offerings, and service techniques.
5. **Support Development:**
- Assist in the development and refinement of support processes and materials to enhance the overall customer experience.
- Share customer insights and feedback with the management team to contribute to product and service improvement.
### Requirements:
**Education & Experience:**
- Minimum of 3 years of experience in a customer service or support role, preferably in a chat support environment.
- High School diploma or equivalent; additional education in communication, business, or related fields is a plus.
**Technical Skills:**
- Proficiency in using chat support software and CRM systems.
- Strong computer literacy with the ability to navigate multiple systems during customer interactions.
**Personality Traits:**
- **Motivated:** A self-starter who is driven to achieve goals and meet customer needs.
- **Confident:** Possesses the assurance to manage customer inquiries smoothly and effectively.
**Soft Skills:**
- **Time Management:** Strong organizational skills with the ability to prioritize tasks effectively in a fast-paced environment.
- **Negotiation:** Ability to negotiate and influence outcomes positively while maintaining customer satisfaction.
### Benefits:
- Free accommodation.
- Paid Time Off (PTO).
- Medical coverage.
### Working Environment:
At HollyFrontier, we strive to align our work with a greater purpose. Our Chat Support Representatives contribute directly to our mission of delivering exceptional service, enhancing customer experiences, and building lasting relationships.
### Application Deadline:
Please apply by **October 17, 2024**.
### Equal Opportunity Statement:
HollyFrontier is an equal opportunity employer that values diversity and inclusion in the workplace. We encourage applicants from all backgrounds to apply and join us in our mission.
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We look forward to receiving your application and discussing how you can be a part of our dedicated team at HollyFrontier!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
