**Job Title: Customer Care Associate - Remote Work** **Company: Serko Ltd** **Location: Auckland, Auckland, NZ** **Job Type: Full-Time** **Seniority: Entry Level** **Years of Experience: 0** **Company Overview:** At Serko Ltd, we are at the forefront of innovation in the travel and expense management industry. Our mission is to simplify the travel experience and make managing expenses easier for businesses everywhere. As we continue to grow and expand our services, we are looking for passionate individuals who are ready to join our journey and help us set industry benchmarks. **Position Overview:** As a Customer Care Associate at Serko Ltd, you will play a crucial role in providing exceptional service to our clients while ensuring their needs are met efficiently and effectively. This entry-level position is perfect for individuals who are enthusiastic about customer service, possess strong analytical skills, and thrive in a collaborative, remote work environment. You will be responsible for managing customer inquiries, resolving issues, and contributing to a positive customer experience. **Key Responsibilities:** - **Customer Interaction:** Handle inbound customer inquiries through various channels, including phone, email, and chat, ensuring timely and professional responses. - **Issue Resolution:** Identify customer issues and provide solutions in a resourceful and efficient manner. Collaborate with internal teams when necessary to resolve more complex concerns. - **Product Knowledge:** Develop a comprehensive understanding of Serko products and services to assist customers effectively and articulate potential solutions. - **Maintain Records:** Document customer interactions and maintain accurate records in the customer relationship management (CRM) system to track inquiries, resolutions, and customer feedback. - **Customer Feedback:** Actively seek customer feedback to identify areas for improvement and contribute to the continuous enhancement of our products and services. - **Analysis and Reporting:** Provide insights into recurring issues and customer trends using analytical skills to help improve service processes. - **Collaboration:** Work closely with team members and other departments to ensure a seamless customer experience, effectively negotiating solutions to meet customer expectations. - **Training and Development:** Participate in ongoing training sessions and team meetings to stay updated on product changes, process improvements, and new tools or technologies. **Requirements:** - **Education:** A high school diploma or equivalent. Higher education in a related field is a plus but not mandatory. - **Experience:** Previous customer service experience is not required but is advantageous. - **Skills:** - Strong analytical skills with the ability to assess and interpret data to improve customer service delivery. - Solid negotiation skills to amicably resolve customer issues and promote Serko products. - Excellent verbal and written communication skills. - Independent and self-motivated with a strong work ethic. - Ability to work effectively in a remote environment with minimal supervision. - A positive attitude and a genuine passion for helping customers succeed. **Benefits:** - Competitive salary and employee discounts. - Comprehensive medical coverage to support your well-being. - Paid sick leave to ensure you can take care of your health when needed. - Ongoing training and development opportunities to foster your career growth. - Join a dynamic team that values innovation, diversity, and collaboration. **Working Environment:** Be part of a company that pioneers change and sets industry benchmarks. Our culture is built around teamwork, respect, and a shared commitment to excellence. We embrace diversity and strive to create an inclusive workplace that empowers all employees to thrive. **Application Deadline:** Please submit your application by **October 29, 2024**. We look forward to seeing how you can contribute to our team! **Equal Opportunity Statement:** Serko Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.