Job description

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### Key Responsibilities

- **Customer Support:** Serve as the first point of contact for customers reaching out with inquiries, concerns, or requests. Utilize problem-solving skills to provide timely and effective solutions while ensuring customer satisfaction.

- **Communication:** Clearly and efficiently communicate with customers through various platforms including phone, email, and chat. Foster positive relationships by actively listening and engaging with customers.

- **Data Management:** Input and maintain customer information in our database systems accurately. Ensure all records are up-to-date and reflect customer interactions correctly.

- **Issue Resolution:** Handle customer complaints and concerns with professionalism and empathy. Escalate issues when necessary and ensure appropriate follow-up for resolution.

- **Collaboration:** Work closely with team members and management to ensure a consistent approach to customer service delivery. Share insights and feedback to continuously improve processes.

- **Training and Development:** Participate in ongoing training sessions to enhance product knowledge and customer service skills. Stay informed about new policies, procedures, and promotions offered by Southwest Airlines.

- **Performance Tracking:** Monitor personal performance metrics; aim for personal bests in customer satisfaction, response times, and resolution rates.

### Requirements
• *Education and Experience:**
- Minimum of 2 years of experience in a customer service or contact center role.
- High school diploma or equivalent is required; additional education in business or communication is a plus.
• *Personality Traits:**
- **Motivated:** Demonstrate a proactive approach to problem-solving and service improvement.
- **Passionate:** Show enthusiasm for customer interaction and a commitment to promoting a positive travel experience.
• *Soft Skills:**
- **Planning:** Ability to prioritize tasks, manage time effectively, and meet deadlines in a dynamic work environment.
- **Presentation:** Strong verbal communication skills are necessary for presenting information effectively and confidently to customers.
• *Technical Skills:**
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) and experience with customer service software applications.
• *Work Environment:**
- Must have a reliable internet connection and a dedicated workspace at home that is free from distractions.

### Benefits
- Complimentary meals while on duty.
- Paid Time Off (PTO) eligibility after a probationary period.
- Comprehensive medical coverage options.

### Commitment to Inclusion
Southwest Airlines is committed to creating a diverse environment and is proud to be an equal opportunity employer. We appreciate the unique contributions that every individual brings, and we encourage applicants of all backgrounds to apply. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

### Application Deadline
To be considered for the position of Contact Center Assistant, please submit your application by **September 27, 2024**.

Join us in delivering exceptional customer service while enjoying the benefits of working from home with Southwest Airlines!

How to apply:

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

Original job Contact Center Assistant - Work from home posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.