**Job Title: Web Chat Officer**
**Company: Dr Pepper Snapple Group**
**Location: San Antonio, Texas, US**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
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**Job Description:**
Dr Pepper Snapple Group is seeking a skilled and motivated Web Chat Officer to join our dynamic customer service team in San Antonio, Texas. As a part-time member of our organization, you will play a crucial role in enhancing customer satisfaction and brand loyalty through effective and empathetic communication via our web chat platform. The ideal candidate will??3 years of experience in customer service or support roles, showcasing a strong ability to engage customers and resolve inquiries swiftly.
**Responsibilities:**
- **Customer Engagement:** Initiate and maintain conversations with customers via web chat, addressing their inquiries, concerns, and feedback regarding our products and services.
- **Product Knowledge:** Demonstrate in-depth knowledge of Dr Pepper Snapple Group products, promotions, and policies to provide accurate information and recommendations to customers.
- **Issue Resolution:** Actively troubleshoot and resolve customer inquiries in real-time, ensuring a satisfactory outcome. Escalate complex issues to senior staff members when necessary.
- **Performance Metrics Tracking:** Monitor and report on key performance metrics, including response times, customer satisfaction ratings, and issue resolution rates. Strive to meet and exceed established goals.
- **Documentation:** Maintain comprehensive records of customer interactions, inquiries, and resolutions using our internal CRM system for future reference and quality assurance.
- **Collaboration:** Work closely with the marketing and sales teams to promote current offers and collect feedback for product improvement.
- **Adaptability:** Adjust communication style and approach based on customer needs, maintaining professionalism and composure, especially in challenging situations.
- **Continuous Improvement:** Participate in team meetings to share insights from customer interactions, highlighting areas for process enhancement and service expansion.
**Requirements:**
- **Experience:** A minimum of 3 years of customer service experience, preferably within a retail or consumer goods environment.
- **Education:** High school diploma required; a degree in communications, business, or related fields is a plus.
- **Communication Skills:** Excellent verbal and written communication skills with a strong ability to persuade and engage customers.
- **Personality Traits:**
- Reliable: Demonstrates a strong commitment to attendance, punctuality, and job expectations.
- Driven: A self-motivated individual focused on achieving team and company goals.
- **Soft Skills:**
- Adaptability: Able to adjust quickly to changing circumstances and customer needs.
- Persuasion: Skillful in influencing customers' decisions and maintaining a positive interaction.
- **Technical Proficiency:** Familiarity with web chat platforms, CRM systems, and Microsoft Office Suite.
**Benefits:**
- Life insurance
- Vision insurance
- Paid overtime
- Recognition and rewards based on performance and merit
**Working Environment:**
At Dr Pepper Snapple Group, we pride ourselves on creating a supportive and collaborative work environment. We recognize and reward hard work and dedication based on performance and merit, ensuring all team members feel valued and appreciated.
**Application Deadline:**
Please submit your application by September 24, 2024.
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**Equal Opportunity Statement:**
Dr Pepper Snapple Group 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, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
