**Job Title:** Chat Support Representative
**Company:** J.C. Penney
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
**Job Description:**
J.C. Penney is seeking enthusiastic and dedicated individuals to join our team as Chat Support Representatives. In this role, you will be instrumental in providing exceptional customer service through our online chat platform. You will assist customers in a fast-paced environment, ensuring their inquiries are addressed accurately and promptly. Our ideal candidate is energetic, has a passion for helping others, and is committed to understanding and exceeding customer expectations.
**Key Responsibilities:**
- **Customer Interaction:** Engage with customers via our chat platform to understand their inquiries, troubleshoot issues, and provide timely and informative responses.
- **Product Knowledge:** Develop a thorough understanding of J.C. Penney's products, services, and promotions to assist customers effectively.
- **Issue Resolution:** Manage and resolve customer complaints or concerns with professionalism and empathy while adhering to company policies and procedures.
- **Team Collaboration:** Work closely with fellow Chat Support Representatives and collaborate with other departments to gather and relay information needed to enhance customer satisfaction.
- **Documentation:** Maintain clear and accurate records of customer interactions and transactions, including inquiries, comments, and complaints, in our Customer Relationship Management (CRM) system.
- **Feedback Loop:** Gather customer feedback and communicate insights and suggestions to management that could help improve service quality and the customer experience.
- **Continuous Improvement:** Stay up-to-date with product offerings, policies, and industry trends to provide informed assistance to customers.
- **Performance Metrics:** Meet or exceed established performance goals, including response time, customer satisfaction scores, and resolution rates.
**Requirements:**
- **Education:** No prior experience required; high school diploma or equivalent preferred.
- **Personality Traits:**
- Dedicated and reliable individual with a strong desire to help others.
- Energetic and optimistic attitude to create a positive experience for customers and colleagues.
- **Soft Skills:**
- Excellent cooperation and teamwork skills, with a willingness to assist and support fellow team members.
- Strong people management skills to create rapport with customers and handle various mentalities while maintaining a positive tone and attitude.
- **Communication Skills:**
- Exceptional written communication skills, with the ability to convey information clearly and concisely through chat.
- Active listening skills to accurately understand customer needs and respond appropriately.
- **Technical Skills:**
- Familiarity with basic computer operation, internet usage, and online communication platforms.
- Ability to quickly learn new software applications and tools.
**Benefits:**
- Vision insurance to support your eye care needs.
- Profit sharing opportunities to reward your hard work and commitment.
- Relocation allowance for candidates who may need assistance moving to the Canberra area.
**Working Environment:**
At J.C. Penney, we are dedicated to understanding and exceeding customer expectations. You will thrive in a supportive environment that promotes teamwork, continuous learning, and growth as you contribute to our commitment to exceptional customer service.
**Deadline to Apply:** October 4, 2024
**Equal Opportunity Statement:**
J.C. Penney 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.
