Job Description: Thought-Wired is seeking a confident and resourceful Contact Center Officer to join our team in Dunedin, Otago, NZ. As an Associate Level position, the Contact Center Officer will be responsible for providing exceptional customer service through various communication channels, including phone, email, and chat. This part-time role requires a minimum of 4 years of experience in a similar role. Responsibilities:1. Handle incoming customer inquiries and issues in a professional and timely manner.2. Provide accurate information about products and services to customers.3. Identify customer needs and offer solutions or escalate issues as needed.4. Maintain customer records and update information in the database.5. Collaborate with other departments to resolve customer issues and improve processes.6. Meet and exceed KPIs related to customer satisfaction, response times, and resolution rates.7. Participate in training and development programs to enhance customer service skills.8. Uphold Thought-Wired's values of understanding and empathy in all interactions.9. Use emotional intelligence to build rapport with customers and de-escalate difficult situations.10. Utilize negotiation skills to find win-win solutions for both the customer and the company. Requirements:1. Bachelor's degree or equivalent work experience.2. 4+ years of experience in a customer service or contact center role.3. Strong communication skills, both written and verbal.4. Excellent interpersonal skills and the ability to work well in a team.5. Proficient computer skills, including experience with CRM software.6. Ability to prioritize tasks and manage time effectively.7. Confidence in handling difficult conversations and challenging situations.8. Resourcefulness in finding creative solutions to customer problems.9. Emotional intelligence to understand and empathize with customers.10. Negotiation skills to reach mutually beneficial outcomes. Benefits:1. Life insurance coverage for all employees.2. Company-provided equipment for remote work.3. Profit sharing opportunities based on individual and company performance. Equal Opportunity Statement:Thought-Wired is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, veteran status, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. All qualified candidates are encouraged to apply. Deadline to apply: ******** Join our team at Thought-Wired and make a difference in the lives of our customers through exceptional customer service. Apply now!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
