**Job Title:** Live Chat Officer
**Company:** Office Depot
**Location:** Philadelphia, Pennsylvania, US
**Job Type:** Part-Time
**Seniority Level:** Entry Level
**Years of Experience:** 0
**Job Summary:**
Office Depot is seeking a motivated and detail-oriented Live Chat Officer to join our customer service team. This part-time position is perfect for individuals looking to begin their career in customer service while working in a dynamic, fast-paced environment. The ideal candidate will possess excellent communication skills, the ability to think strategically, and a strong commitment to contributing to a positive customer experience.
**Key Responsibilities:**
1. **Customer Engagement:**
- Respond promptly and professionally to customer inquiries via live chat, ensuring a positive customer experience.
- Address a variety of customer needs including product inquiries, order status, and troubleshooting of issues related to products or services.
2. **Issue Resolution:**
- Utilize problem-solving skills to identify customer issues and resolve them efficiently, ensuring high levels of customer satisfaction.
- Escalate complex issues to the appropriate team member or department when necessary, while providing clear and concise information.
3. **Knowledge Maintenance:**
- Stay informed about Office Depot's products, services, promotions, and policies to provide accurate information to customers.
- Participate in ongoing training sessions to develop product knowledge and customer service skills further.
4. **Documentation and Reporting:**
- Accurately log all customer interactions in the company's CRM system, maintaining precise records of inquiries, responses, and resolutions.
- Provide feedback and suggestions to improve the live chat experience and customer satisfaction.
5. **Strategic Planning and Decision-Making:**
- Collaborate with team members to develop strategies for enhancing customer engagement and satisfaction during live chat interactions.
- Make informed decisions to guide interactions, balancing customer needs with company policies and procedures.
6. **Performance Tracking:**
- Meet and strive to exceed key performance indicators (KPIs) related to customer engagement, resolution time, and satisfaction rates.
- Actively participate in performance reviews and seek opportunities for personal and professional growth.
**Requirements:**
- **Education:** High school diploma or equivalent is preferred.
- **Experience:** Entry-level position; prior customer service experience in any role is a plus but not required.
- **Skills:**
- Independent and resilient; able to work autonomously and handle challenging situations with a positive attitude.
- Strong strategic planning and decision-making ability to navigate customer interactions effectively.
- Excellent written communication skills, with the ability to convey information clearly and professionally.
- Basic computer proficiency, including familiarity with CRM systems and instant messaging software.
- **Attributes:**
- Commitment to delivering exceptional customer service.
- Ability to work in a fast-paced environment, manage multiple conversations, and prioritize tasks effectively.
- Strong willingness to learn and adapt to new technologies and processes.
**Benefits:**
- Paid Time Off (PTO)
- Profit sharing
- Joining Bonus
**Working Environment:**
At Office Depot, we recognize and reward performance based on merit. We strive to foster a collaborative and inclusive work culture, encouraging employees to grow their skill sets and achieve their professional goals.
**Application Deadline:**
Please submit your application by ******** to be considered for this exciting opportunity.
**Equal Opportunity Statement:**
Office Depot is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration 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.
