**Job Title: Online Web Chat Specialist**
**Company: Gap**
**Location: San Diego, California, US**
**Job Type: Part-time**
**Seniority Level: Associate Level**
**Years of Experience: 2**
**Application Deadline: ******** **
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**Job Description:**
Gap is seeking an enthusiastic and dedicated Online Web Chat Specialist who thrives in a customer-focused environment. As an Online Web Chat Specialist, you will be the frontline representative for our customers, providing exceptional support and guidance through our web chat platform. Your primary goal will be to ensure each customer has a positive shopping experience, resolving their inquiries while promoting our brand values and products.
**Key Responsibilities:**
- **Customer Engagement:**
- Respond promptly to customer inquiries via web chat, delivering clear and effective communication.
- Foster a positive and engaging experience by actively listening and addressing customer needs and concerns.
- **Problem Resolution:**
- Utilize problem-solving skills to investigate and resolve customer issues, ensuring a smooth and efficient resolution process.
- Handle customer complaints with empathetic understanding and professionalism, maintaining brand integrity.
- **Product Knowledge:**
- Maintain an in-depth understanding of Gap's product offerings, promotions, and policies to provide accurate and helpful information.
- Assist customers in navigating the website and help them find the right products, creating a seamless shopping experience.
- **Sales Support:**
- Utilize persuasive skills to promote products and encourage sales while ensuring a focus on the customer's best interests.
- Identify opportunities to upsell or cross-sell products based on customer preferences and needs.
- **Collaboration:**
- Work collaboratively with team members and other departments to streamline processes and improve customer service delivery.
- Participate in team meetings, training sessions, and other collaborative opportunities to enhance overall team performance.
- **Documentation and Feedback:**
- Accurately document customer interactions in the system to track inquiries and resolutions.
- Provide feedback on customer trends and issues to management to improve service quality and customer satisfaction.
**Requirements:**
- **Experience:**
- Minimum of 2 years of experience in a customer service role, preferably in an online chat environment.
- Previous experience in retail or e-commerce is a plus.
- **Personality Traits:**
- Dedicated to providing outstanding customer service, with a proactive and energetic attitude.
- Ability to maintain a positive demeanor in challenging situations.
- **Soft Skills:**
- Strong persuasion skills to effectively influence customers and enhance their purchasing decisions.
- Exceptional problem-solving abilities, with a focus on creative solutions to meet customer needs.
- **Technical Skills:**
- Proficiency in using web-based chat tools, CRM systems, and basic computer applications.
- Familiarity with e-commerce platforms and digital communication channels is a plus.
- **Communication Skills:**
- Excellent verbal and written communication skills.
- Ability to succinctly convey information and tailor messaging to different customer profiles.
**Benefits:**
- Remote work flexibility to promote a healthy work-life balance.
- Comprehensive dental insurance to ensure your health needs are covered.
- A retirement plan to help secure your financial future.
**Working Environment:**
At Gap, we strive for a harmonious workplace where collaboration and respect prevail. We believe that fostering an inclusive culture leads to a more productive and fulfilling work experience for all employees. Our commitment to teamwork and mutual respect creates a welcoming atmosphere for everyone.
**Equal Opportunity Statement:**
Gap 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, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We encourage individuals from diverse backgrounds to apply.
If you are passionate about customer service and meet the qualifications listed above, we invite you to apply and join our team at Gap!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
