**Job Title:** Web Chat Representative - Remote Work
**Company:** Illinois Tool Works
**Location:** Perth, Western Australia, AU
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
---
**Job Description:**
Illinois Tool Works (ITW), a global leader in diversified manufacturing, is seeking a motivated and confident individual to join our team as a Web Chat Representative. This entry-level position offers an exciting opportunity to engage with our customers through online chat, helping them find solutions and providing information about our products and services. As a part of our dynamic, remote team, you will thrive in a fast-paced and evolving work environment, supporting our commitment to excellent customer service.
### Key Responsibilities:
- **Customer Engagement:** Respond to customer inquiries via web chat in a timely, professional, and friendly manner, providing accurate information regarding products, services, and order status.
- **Problem-Solving:** Address customer concerns and troubleshoot issues through effective communication and strategic planning while ensuring a positive customer experience.
- **Persuasive Communication:** Utilize effective persuasion techniques to encourage customers to take desired actions, such as completing a purchase or enrolling in promotional offers.
- **Product Knowledge:** Maintain a thorough understanding of the company's product lines and services to provide informed assistance to customers.
- **Collaboration:** Work collaboratively with team members and other departments to ensure seamless customer service and to escalate issues effectively when necessary.
- **Feedback Loop:** Gather and document customer feedback to communicate with management, helping to improve the service experience.
- **Performance Metrics:** Meet or exceed performance metrics established by management, including response time, resolution rate, and customer satisfaction scores.
- **Continuous Learning:** Participate in training sessions to stay updated on new products, services, and company policies to enhance knowledge and service capabilities.
### Requirements:
**Education and Experience:**
- High school diploma or equivalent; relevant experience in customer service is a plus but not required.
- Familiarity with online chat platforms or customer relationship management (CRM) software is preferred.
**Personal Attributes:**
- **Confident:** Displays self-assuredness in communication, enabling positive customer interactions.
- **Passionate:** Demonstrates a genuine enthusiasm for helping customers and learning about the company's offerings.
**Soft Skills:**
- **Strategic Planning:** Ability to think critically about customer interactions and plan effective responses.
- **Persuasion:** Skilled at compellingly presenting information to encourage customer engagement.
**Technical Skills:**
- Comfortable using computers and navigating various software applications; proficiency in typing and conducting online research is essential.
**Working Environment:**
- Must thrive in an energetic and rapidly evolving work setting, adapting quickly to change and managing priorities effectively.
### Benefits:
- Remote work flexibility, allowing you to work from the comfort of your home.
- Competitive medical coverage to ensure you and your family are well taken care of.
- Relocation allowance for candidates who may need assistance moving closer to the Pittsburgh headquarters for future opportunities.
### How to Apply:
If you are a confident and passionate individual looking to launch your career in customer service, we invite you to apply for the Web Chat Representative position. Please submit your application by **October 22, 2024**.
### Equal Opportunity Statement:
Illinois Tool Works 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. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
