Contact Center Specialist - Work from home

Job Description:

Norfolk Southern is seeking a motivated and independent Contact Center Specialist to join our team in Melbourne, Victoria. This is a part-time, work from home position at the Associate Level, requiring four years of experience in a similar role.

Responsibilities: 1. Handle inbound and outbound customer calls, emails, and chat inquiries with professionalism and empathy. 2. Provide exceptional customer service by accurately and efficiently resolving customer issues and inquiries. 3. Use creativity and negotiation skills to find solutions that meet both customer needs and company policies. 4. Utilize company systems and resources to effectively document customer interactions and follow-up actions. 5. Collaborate with team members and supervisors to meet performance metrics and goals. 6. Keep up-to-date on company products, services, and policies to provide accurate information to customers. 7. Prioritize understanding and empathy in all interactions with customers.

Requirements: 1. Independent and energetic personality traits to excel in a work from home environment. 2. Excellent communication skills and ability to navigate challenging customer interactions. 3. Creativity and negotiation skills to find solutions that satisfy customers and meet company requirements. 4. Previous experience in a contact center or customer service role, with a minimum of four years. 5. Proficiency in using technology and software for customer interactions. 6. Ability to work part-time hours and adapt to a flexible schedule. 7. Must have a dedicated home office space with reliable internet connection.

Benefits: 1. Paid sick leave to ensure employees can take care of their health and well-being. 2. Paid overtime opportunities for those who go above and beyond in their roles. 3. Free food provided during training or team events.

Working Environment: At Norfolk Southern, we prioritize understanding and empathy in all interactions. Our contact center specialists are encouraged to approach each customer interaction with care and compassion, striving for positive outcomes that benefit both the customer and the company.

Equal Opportunity Statement: Norfolk Southern is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We value and celebrate the unique backgrounds, perspectives, and experiences of 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.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.