**Job Title:** Online Live Chat Specialist
**Company:** Delta Air Lines
**Location:** Los Angeles, California, US
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 2
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**Job Description:**
**Position Overview:**
Delta Air Lines is seeking a motivated and customer-focused Online Live Chat Specialist to join our dynamic team in Los Angeles, California. As a part-time specialist, you will play a pivotal role in enhancing customer interactions and driving satisfaction through our online platforms. With a focus on exceeding customer expectations and delivering delight, you will engage with our customers in real-time, providing exceptional support and solutions related to their travel needs.
**Key Responsibilities:**
1. **Customer Engagement:**
- Manage and respond to live chat inquiries from customers in a timely and professional manner.
- Assist customers by providing information about flight schedules, booking details, baggage policies, and other travel-related inquiries.
2. **Problem Resolution:**
- Utilize problem-solving skills to address customer issues effectively, aiming for first-contact resolution.
- Collaborate with other departments to resolve complex queries and ensure a seamless travel experience.
3. **Sales Support:**
- Identify opportunities to upsell additional services or products to enhance customer travel experiences while maintaining company branding and values.
- Provide detailed explanations of services, ensuring customers understand products and offerings.
4. **Information Accuracy:**
- Stay updated on Delta Air Lines' policies, procedures, and travel regulations to provide accurate and current information.
- Maintain a strong knowledge of state and federal regulations impacting air travel.
5. **Data Management:**
- Accurately record customer interactions and feedback in the company's CRM system for future reference and improvement.
- Generate and analyze reports on customer interactions to identify trends and areas for improvement.
6. **Collaboration:**
- Work closely with team members to share knowledge and best practices for improving customer service.
- Participate in regular training sessions and team meetings to stay informed about new products, services, and skills enhancement.
7. **Creativity and Planning:**
- Contribute ideas and strategies for improving the live chat process and enhancing overall customer satisfaction.
- Assist in planning promotions or campaigns that can be communicated through the live chat platform.
**Qualifications:**
**Education:**
- High school diploma or equivalent required; bachelor's degree preferred.
**Experience:**
- Minimum of 2 years of customer service experience, preferably in a fast-paced environment. Previous experience in the travel or airline industry is a plus.
**Technical Skills:**
- Proficiency in using live chat software and CRM tools.
- Familiarity with Microsoft Office Suite and other relevant software applications.
**Personality Traits:**
- Driven: A proactive approach to addressing customer needs and achieving personal and team goals.
- Energetic: A vibrant personality that can engage customers positively.
**Soft Skills:**
- Creativity: Ability to think outside the box to offer unique solutions to customer inquiries.
- Planning: Strong organizational skills to manage multiple chats and prioritize tasks efficiently.
**Working Environment:**
- Commit to a work atmosphere that emphasizes exceeding customer expectations and delivering delight through exceptional service.
**Benefits:**
- Free accommodation provided as part of the employment package.
- Comprehensive medical coverage.
- Paid overtime opportunities available.
**Application Deadline:**
- Please submit your application by October 5, 2024.
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**Equal Opportunity Statement:**
Delta Air Lines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals and provide equal employment opportunities, regardless of race, gender, age, disability, sexual orientation, gender identity, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
