14 Oct
Lithia Motors
Melbourne
**Job Title**: Remote Chat Support Specialist
**Company**: Lithia Motors
**Location**: Melbourne, Victoria, AU
**Job Type**: Part-time
**Seniority**: Associate Level
**Years of Experience**: 4 years
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**About Us**
Lithia Motors, one of the largest automotive retailers in the United States and growing globally, is dedicated to delivering outstanding customer service and providing a positive experience to our clients. We pride ourselves on fostering a vibrant and joyful working environment, where employees feel valued and engaged. Join us as we continue to innovate and excel in the automotive industry.
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**Job Summary**
We are seeking a motivated and skilled Remote Chat Support Specialist to join our dynamic team. In this role, you will be responsible for providing exceptional chat support to our customers, addressing their inquiries, and resolving issues efficiently. Your ability to communicate confidently and your resilience in high-pressure situations will be key to enhancing the customer experience.
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**Key Responsibilities**
- **Customer Support**: Engage with customers via online chat to address inquiries related to vehicle sales, service, and financing.
- **Issue Resolution**: Diagnose and resolve customer issues promptly and effectively, ensuring a satisfactory resolution while adhering to company protocols.
- **Research**: Conduct thorough research on product specifications, service offerings, and policies to provide accurate information and assistance to customers.
- **Documentation**: Maintain detailed records of customer interactions, feedback, and resolutions in the company's CRM system for future reference and continuous improvement.
- **Collaboration**:
Work closely with cross-functional teams, including sales, service, and technical support, to enhance the overall customer experience and resolve complex queries.
- **Training & Development**: Participate in ongoing training programs to stay updated on product offerings, automotive trends, and best practices in customer service.
- **Feedback Loop**: Collect customer feedback and provide insights to management on areas for improvement in our services and chat support protocols.
- **Goal Achievement**: Meet and exceed performance metrics, including response time, customer satisfaction scores, and issue resolution rates.
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**Requirements**
**Experience**:
- Minimum of 4 years of experience in customer service or chat support roles,
preferably in the automotive or retail industry.
- Proven track record of managing multiple customer interactions simultaneously.
**Education**:
- High school diploma or equivalent; a degree in a relevant field is a plus.
**Technical Skills**:
- Proficient in using customer relationship management (CRM) software and chat support tools.
- Comfortable navigating online databases and resources for research.
**Personality Traits**:
- Confident: Display a strong sense of assurance in communication style and problem-solving abilities.
- Resilient: Thrive in a fast-paced environment and maintain a positive attitude when facing challenges.
**Soft Skills**:
- Excellent communication skills, both written and verbal,
with the ability to convey information clearly and concisely.
- Strong research skills to gather relevant information quickly.
- Ability to empathize with customer concerns and actively listen to their needs.
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**Benefits**
- Employee discounts on vehicle purchases and services.
- Disability insurance for peace of mind.
- Profit-sharing opportunities, rewarding your contributions to the company's success.
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**Working Environment**
At Lithia Motors, we create an inclusive atmosphere that radiates joy and vibrancy. We believe that a positive work culture greatly enhances productivity and employee satisfaction. Our remote working arrangement allows flexibility while encouraging team bonding and collaboration.
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**Application Deadline**
Please apply by **October 26, 2024**.
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**Equal Opportunity Statement**
Lithia Motors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, gender, sexual orientation, disability, veteran status, or any other characteristic.
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We look forward to your application and welcoming you to our team at Lithia Motors, where your contribution will drive customer satisfaction and success!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
▶️ Remote Chat Support Specialist
🖊️ Lithia Motors
📍 Melbourne