Experienced Online Web Chat Representative – Customer Service and Support Specialist for Dynamic Company

Introduction to Baxalta and Our Mission

Baxalta is a leading company dedicated to making a difference in the lives of our customers. We pride ourselves on fostering an inclusive workplace where ethical conduct and integrity are paramount. Our team is composed of bright and motivated individuals who are passionate about delivering exceptional customer service and support. We are currently seeking an experienced and dynamic Online Web Chat Representative to join our team in a remote capacity, providing outstanding support and assistance to our clients via online chat.

Job Overview and Key Responsibilities

As an Online Web Chat Representative, you will play a vital role in our customer engagement efforts, ensuring that our customers receive timely, accurate, and professional information while upholding the highest standards of ethical conduct and integrity. Your key responsibilities will include:

• Customer Engagement: Provide outstanding customer service through online chat, addressing inquiries, resolving issues, and offering guidance on products and services.
• Effective Communication: Communicate clearly and professionally in written format, maintaining a friendly and approachable tone to enhance customer experience.
• Problem Solving: Quickly assess customer needs and provide effective solutions, demonstrating adaptability and resilience in challenging situations.
• Research and Analysis: Conduct thorough research to answer customer questions and provide informed responses. Analyze customer feedback and inquiries to identify trends and areas for improvement.
• Documentation: Accurately document customer interactions and resolutions in our customer relationship management (CRM) system, ensuring all communication is tracked and up to date.
• Collaboration: Work closely with team members and other departments to facilitate communication and improve the overall customer support experience.
• Continuous Improvement: Participate in training sessions, team meetings, and development programs to enhance product knowledge and customer service skills.
• Feedback and Reporting: Collect customer feedback and report insights to management to help improve products, services, and overall customer satisfaction.

Essential and Preferred Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Education & Experience: Minimum of 2 years of experience in customer service, preferably in a web chat or digital support role.
• Technical Skills: Proficiency in using online chat platforms and customer service software; familiarity with CRM systems is a plus.
• Personality Traits:
  • Resilient: Ability to cope with high volumes of inquiries and maintain a positive outlook in challenging situations.
  • Confident: Demonstrate assurance in responses while addressing customer concerns.
• Soft Skills:
  • Research Proficiency: Ability to gather, interpret, and communicate information effectively.
  • Analytical Thinking: Able to analyze customer inquiries and feedback to drive improvements in service delivery.
• Availability: Must be able to work flexible hours, including evenings and weekends, to meet the demands of our customers.

Preferred qualifications include experience working in a remote environment, proficiency in multiple languages, and a strong understanding of the industry and our products.

Skills and Competencies Required for Success

To excel in this role, you will need to possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment. You should be highly organized, with strong attention to detail and the ability to prioritize tasks and manage multiple conversations simultaneously. Additionally, you should be proficient in using technology, including online chat platforms, customer service software, and CRM systems.

Career Growth Opportunities and Learning Benefits

At Baxalta, we are committed to the growth and development of our employees. As an Online Web Chat Representative, you will have access to training sessions, team meetings, and development programs to enhance your product knowledge and customer service skills. You will also have opportunities to collaborate with other departments and contribute to the improvement of our products and services.

Work Environment and Company Culture

Our company culture is built on the values of integrity, respect, and excellence. We pride ourselves on fostering an inclusive workplace where everyone feels valued and supported. As an Online Web Chat Representative, you will be working in a remote environment, but you will still be part of a dynamic and supportive team. We encourage open communication, collaboration, and feedback, and we recognize and reward outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including parental leave, relocation assistance, and life insurance. We also provide opportunities for professional growth and development, as well as a supportive and inclusive work environment.

Conclusion and Call to Action

If you are a resilient and confident individual with a passion for customer service and a commitment to excellence, we invite you to apply for the Online Web Chat Representative position. This is a unique opportunity to join a dynamic team and make a significant impact on the lives of our customers. Don't miss out on this chance to take your career to the next level and apply now.

Apply on GrabJobs and you will be notified if shortlisted for the job. Alternatively, you can apply directly to this job and take the first step towards a rewarding new role.