**Job Title**: Customer Care Assistant - Work from Home **Company**: LawVu **Location**: Auckland, Auckland, NZ **Job Type**: Full-Time **Seniority**: Associate Level **Experience Required**: Minimum 3 Years --- ### About LawVu LawVu is an innovative software company dedicated to transforming legal operations for businesses around the globe.
Our mission is to empower legal and compliance teams with tools that enhance collaboration and streamline workflows.
As we continue to grow, we are seeking passionate individuals to join our team who thrive in energetic and rapidly evolving work settings.
--- ### Job Description As a Customer Care Assistant at LawVu, you will play a pivotal role in ensuring our clients receive exceptional service and support.
This position is ideal for individuals who are reliable, independent, and have a strong desire to help others.
You will work closely with clients to address their inquiries, troubleshoot issues, and provide tailored solutions that elevate their experience with our platform.
### Key Responsibilities: 1.
**Customer Support**: - Respond promptly to customer inquiries via email, chat, and phone.
- Assist customers in troubleshooting software issues, guiding them through problem-solving techniques.
- Provide product information and advise clients on best practices for utilizing LawVu's software.
2.
**Issue Resolution**: - Identify, analyze, and escalate complex customer issues to the appropriate internal teams while ensuring timely follow-up.
- Maintain a high level of customer satisfaction by effectively managing complaints and resolving conflicts.
3.
**Knowledge Management**: - Contribute to the development of FAQs and knowledge base articles to empower customers with self-service solutions.
- Collaborate with the product and engineering teams to relay customer feedback and suggest software improvements.
4.
**Customer Onboarding & Training**: - Assist in onboarding new clients by providing training sessions on the platform's features and functionalities.
- Tailor onboarding materials to fit the specific needs and industry standards of clients.
5.
**Continuous Improvement**: - Participate in team meetings to discuss service improvements and share insights on customer experiences.
- Continuously update and refine customer interaction strategies based on feedback and emerging trends.
6.
**Reporting and Documentation**: - Maintain accurate records of customer interactions, ensuring thorough documentation of issues and resolutions in the system.
- Generate reports on customer feedback, issues escalated, and resolutions to inform team efforts and strategies.
### Requirements: #### Educational Qualifications: - Bachelor's degree in Business, Communications, or a related field preferred but not mandatory.
#### Technical Skills: - Proficient in using customer support software, CRM tools, and Microsoft Office Suite.
- Familiarity with legal technology or SaaS products is a plus.
#### Experience & Qualifications: - Minimum of 3 years of experience in customer service or customer care roles, preferably in a technology or SaaS environment.
- Proven track record of handling customer inquiries effectively and maintaining high satisfaction levels.
#### Personality Traits: - **Reliable**: Consistently demonstrate accountability and dependability in all aspects of the job.
- **Independent**: Capable of working autonomously, taking initiative to resolve customer issues proactively.
#### Soft Skills: - **Problem-Solving**: Strong analytical skills to identify issues and implement solutions efficiently.
- **Planning**: Ability to manage time effectively, prioritize tasks, and meet deadlines.
### Benefits: - Paid sick leave and additional health benefits.
- Profit sharing opportunities based on company performance.
- Disability insurance coverage to support employee well-being.
--- **Working Environment**: This role is designed for individuals who thrive in a fast-paced, dynamic work environment where adaptability and multifaceted problem-solving skills are essential.
As part of the LawVu team, you will have the chance to impact our clients positively and contribute to our mission of advancing legal operations.
**Deadline to Apply**: ******** --- ### Equal Opportunity Statement LawVu 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, regardless of race, color, gender, sexual orientation, disability status, age, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.