**Job Title:** Online Chat Support Assistant
**Company:** Domtar
**Location:** Chicago, Illinois, US
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
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**Job Description:**
Domtar, a leader in sustainable fiber-based products, is currently seeking an enthusiastic and dedicated **Online Chat Support Assistant** to join our dynamic team in Chicago, Illinois. This entry-level position offers an exciting opportunity for individuals looking to build a career in customer support. As a part of our commitment to innovation and excellence, this role will involve providing exceptional support to our customers online, ensuring they have a positive experience with our products and services.
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**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to customer inquiries and concerns via online chat, ensuring a high level of service and satisfaction.
- Assist customers in navigating our website and services, providing clear and accurate information.
2. **Issue Resolution:**
- Identify and analyze customer issues efficiently and provide appropriate solutions or escalate when necessary.
- Follow up with customers to ensure their concerns have been resolved.
3. **Documentation:**
- Maintain accurate records of customer interactions and transactions.
- Document frequent issues and resolutions to assist in the development of FAQs and knowledge base resources.
4. **Feedback Gathering:**
- Collect customer feedback and suggestions to improve service and product offerings.
- Participate in team meetings to discuss insights gathered from customer interactions.
5. **Collaboration:**
- Work closely with team members and other departments to relay customer feedback and enhance product offerings.
- Engage in training sessions to improve product knowledge and customer service skills.
6. **Adherence to Policies:**
- Follow established protocols and guidelines to ensure consistency in service delivery.
- Adhere to company values and principles in all interactions with customers and colleagues.
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**Requirements:**
- **Education:**
- High school diploma or equivalent is required; pursuing further education is a plus.
- **Experience:**
- No prior experience is required; however, any experience in customer service or communication will be advantageous.
- **Personality Traits:**
- Resilient: Ability to handle challenges and bounce back from setbacks.
- Independent: Capable of working autonomously and making decisions on the go.
- **Soft Skills:**
- Innovation: A creative mindset to contribute new ideas and solutions to improve customer experience.
- Emotional Intelligence: Strong understanding and awareness of emotions, enabling effective interactions with customers and team members.
- **Technical Skills:**
- Basic proficiency in using computer systems and software; familiarity with chat support platforms is a plus.
- Excellent written communication skills with the ability to convey information clearly and effectively.
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**Benefits:**
- **Joining Bonus:** Enjoy a competitive incentive upon joining the team.
- **Parental Leave:** Support for new parents with generous leave policies.
- **Company Transportation:** Assistance with commuting through company-provided transportation.
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**Working Environment:**
At Domtar, we embrace a culture that challenges norms and encourages bold thinking. We believe in fostering an innovative atmosphere where creativity and individuality are celebrated. As an Online Chat Support Assistant, you'll be given the tools and autonomy to explore new ideas in the realm of customer service.
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**Application Deadline:**
Please submit your application by **September 29, 2024**.
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**Equal Opportunity Statement:**
Domtar is an equal opportunity employer and welcomes applicants from all backgrounds. We are committed to creating a diverse and inclusive workplace, free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.
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If you are passionate about delivering outstanding customer service and want to be part of a forward-thinking team, we encourage you to apply for the **Online Chat Support Assistant** position at Domtar!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.