**Job Title:** Customer Support Officer **Company:** Weta Digital **Location:** Auckland, Auckland, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 2 **About Weta Digital:** Weta Digital is a world-renowned visual effects company, proud to have contributed to some of the most iconic films and television shows in history.
We pride ourselves on our creative excellence and dedication to innovation, providing a dynamic work environment where employees are empowered to take ownership and make impactful decisions.
**Job Description:** As a Customer Support Officer at Weta Digital, you will play a critical role in delivering an exceptional experience to our clients and partners.
The ideal candidate will possess a combination of technical skills, a positive attitude, and the capacity to make decisions that enhance customer satisfaction.
You will be responsible for addressing client inquiries, resolving issues, and serving as the voice of Weta Digital.
**Key Responsibilities:** - **Client Interaction:** Serve as the primary point of contact for customers, addressing inquiries via phone, email, and in-person.
Assist clients in navigating Weta Digital's products and services effectively.
- **Issue Resolution:** Identify, diagnose, and resolve customer issues in a timely manner.
Ensure all inquiries are logged accurately and followed up until resolution.
- **Information Management:** Maintain a comprehensive knowledge base of Weta Digital's offerings and communicate relevant information to clients to enhance their understanding and utilization of our services.
- **Feedback Gathering:** Actively solicit and document customer feedback to provide insights on how to improve products and services.
Collaborate with internal teams to act on suggestions.
- **Training & Support:** Assist in training new clients on Weta Digital's tools and services, ensuring they are fully equipped to maximize their experience.
- **Performance Metrics:** Monitor and report on key performance indicators related to customer support, including response time, ticket resolution time, and customer satisfaction scores.
- **Cross-Functional Collaboration:** Work closely with the sales and development teams to share customer insights and drive improvements across the organization.
- **Process Improvement:** Participate in the continuous improvement of customer support processes, contributing innovative solutions for enhancing the overall client experience.
**Requirements:** - **Education:** A Bachelor's Degree or equivalent experience in a related field is favorable.
- **Experience:** A minimum of 2 years in a customer support role, preferably within the digital or creative sectors.
- **Technical Skills:** Familiarity with support software (e.g., Zendesk, Freshdesk) and a strong command of Microsoft Office Suite.
- **Personality Traits:** - **Resilient:** Able to manage challenges and setbacks effectively, maintaining a positive outlook.
- **Motivated:** Highly driven to exceed expectations and provide outstanding service, continuously seeking ways to enhance the customer experience.
- **Soft Skills:** - **Decision-Making:** Capacity to make informed decisions quickly in high-pressure situations to benefit the customer and the company.
- **Presentation:** Clear and engaging communicator who can present ideas confidently to clients and internal stakeholders.
**Benefits:** - **Gym Membership:** Access to fitness facilities to promote a healthy work-life balance.
- **Parental Leave:** Competitive parental leave policy to support our employees starting families.
- **Profit Sharing:** Opportunity to participate in profit-sharing plans, sharing in the success of Weta Digital.
**Working Environment:** At Weta Digital, we cultivate a working culture that empowers our employees to take ownership of their roles.
You will be encouraged to explore your creativity and contribute meaningfully to projects, fostering an environment of trust and collaboration.
**Application Deadline:** Please submit your application by ******** to be considered for this exciting opportunity.
**Equal Opportunity Statement:** Weta Digital is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applicants from all backgrounds to apply, as we believe that a diverse team fosters creativity and innovation.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
