**Job Title:** Online Live Chat Officer
**Company:** Veritiv
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Overview:**
Veritiv is seeking a dedicated and adaptable Online Live Chat Officer to enhance our customer support experience in the digital space. This role is critical in providing prompt, accurate, and helpful responses to our customers' inquiries through live chat. The successful candidate will leverage their strong communication skills and customer service expertise to ensure a seamless interaction that fosters customer satisfaction and loyalty.
### **Key Responsibilities:**
- **Customer Engagement:** Act as the first point of contact for customers via live chat, providing timely responses to inquiries and concerns regarding products, services, or orders in a friendly and professional manner.
- **Issue Resolution:** Collaborate with other teams in resolving customer issues, ensuring that complaints and queries are properly interpreted and addressed in a systematic manner.
- **Product Knowledge:** Maintain a deep understanding of Veritiv's products and services, stay updated on new offerings, and utilize this knowledge to inform customers and respond to complex inquiries.
- **Research and Analysis:** Conduct thorough research on customer questions that require additional information or clarification. Present findings concisely to customers for better understanding.
- **Documentation:** Log all customer interactions and feedback in the customer relationship management (CRM) system, ensuring accurate and updated records for quality assurance and training purposes.
- **Feedback Management:** Collect and report customer feedback for analysis, allowing for the identification of trends and areas for improvement in services and processes.
- **Continuous Improvement:** Actively participate in team meetings and brainstorming sessions to contribute ideas for process improvements, better customer experiences, and team efficiency.
- **Collaboration:** Work closely with other customer support team members to ensure the highest quality of service is maintained and assist in cross-departmental projects as needed.
- **Adapting to Change:** Maintain flexibility in working hours and adapt to the evolving needs of the business, particularly during peak times or special promotions.
### **Key Requirements:**
#### **Education and Experience:**
- Minimum of 3 years of experience in customer service or a related field, with a strong focus on online chat interaction.
- Bachelor's degree in Business Administration, Communications, or related fields is preferred but not required.
#### **Personality Traits:**
- **Adaptable:** Ability to quickly adjust to changing priorities, customer needs, and evolving technologies.
- **Dedicated:** Strong commitment to delivering high-quality customer service and achieving team objectives.
#### **Soft Skills:**
- **Research Skills:** Proficient in gathering information from various sources to provide accurate and relevant responses to customer queries promptly.
- **Presentation Skills:** Capable of conveying information clearly and effectively, both in writing and verbally, to enhance customer understanding and engagement.
#### **Technical Skills:**
- Familiarity with CRM software and live chat tools is essential.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.
### **Benefits:**
- Opportunities for travel related to customer engagement and training.
- Company equipment provided to ensure optimal performance.
- Vision insurance coverage as part of the employee benefits package.
### **Working Environment:**
At Veritiv, we encourage curiosity and questioning to fuel innovation and growth. We believe in a collaborative team culture where every individual's input is valued and fosters a supportive learning environment.
### **Application Deadline:**
Please submit your application by **October 15, 2024**.
### **Equal Opportunity Statement:**
Veritiv 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.
