22 Oct
iHeartMedia
Melbourne
**Job Title:** Live Chat Officer - Work from Home
**Company:** iHeartMedia
**Location:** Melbourne, Victoria, AU
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 2
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### **Job Description**
As a Live Chat Officer at iHeartMedia, you will be an integral part of our Customer Support team, dedicated to delivering exceptional service through live chat interactions. You will play a vital role in addressing customer inquiries, solving issues, and ensuring a seamless experience for our users. This is an exciting opportunity for individuals who thrive in a dynamic work environment and possess a passion for helping others.
### **Key Responsibilities**
- **Customer Support:**
- Respond promptly and accurately to customer inquiries via live chat, ensuring a high quality of service and satisfaction.
- Accurately assess customer needs and provide tailored solutions or information.
- Handle multiple chat conversations simultaneously while maintaining attention to detail and a professional demeanor.
- **Issue Resolution:**
- Identify, troubleshoot, and resolve customer issues efficiently, utilizing critical thinking skills to devise effective solutions.
- Escalate complex issues to appropriate departments when necessary, ensuring a timely resolution for the customer.
- **Collaboration:**
- Work closely with team members and other departments to ensure consistent communication and a unified approach to customer service.
- Participate in team meetings and brainstorming sessions to share insights and improve processes.
- **Knowledge Management:**
- Maintain a deep understanding of iHeartMedia's products, services, and policies to provide accurate information to customers.
- Contribute to the ongoing development and improvement of our knowledge base materials.
- **Feedback and Reporting:**
- Document customer interactions, feedback, and trends to help identify areas for improvement in service delivery.
- Provide suggestions for enhancements to the live chat system and customer interaction processes.
- **Continuous Improvement:**
- Participate in ongoing training programs and self-development initiatives to stay updated on new products, policies, and technologies.
- Adapt to changes in processes and procedures quickly and effectively, contributing to a culture of continuous improvement.
### **Requirements**
- **Educational Background:**
- A minimum of 2 years of experience in a customer service or support role, preferably within a fast-paced environment.
- **Skills and Competencies:**
- Proficient in using live chat software and customer relationship management (CRM) systems.
- Excellent verbal and written communication skills, with a focus on clarity and professionalism.
- Strong problem-solving abilities with a knack for critical thinking and thorough analysis.
- **Personality Traits:**
- Reliable and punctual, demonstrating a commitment to fulfilling work responsibilities.
- Resourceful in seeking out relevant information and solutions independently.
- **Soft Skills:**
- A true team player who values collaboration and actively seeks input from colleagues and leadership.
- Strong adaptation skills, thriving in an environment that embraces change and fosters innovation.
### **Benefits**
- Comprehensive training and professional development opportunities to enhance your skills and career growth.
- Parental leave policies that support work-life balance and family needs.
- Life insurance coverage to provide peace of mind for you and your loved ones.
### **Working Environment**
Join a team that values agility and adaptability. At iHeartMedia, we thrive in an environment that embraces change and encourages innovation. You will work remotely, contributing to a diverse and global team, shaping the future of radio and digital broadcasting.
### **Application Deadline**
Apply by: **October 29, 2024**
### **Equal Opportunity Statement**
iHeartMedia 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.