**Job Title**: Online Account Support Associate
**Company**: Baxalta
**Location**: Christchurch, Canterbury, NZ
**Job Type**: Part-Time
**Seniority**: Associate Level
**Years of Experience**: 4
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**Job Description**:
Baxalta is seeking a passionate and driven Online Account Support Associate to join our dynamic team in Christchurch, Canterbury. The ideal candidate will be responsible for providing exceptional support to our online clients, ensuring their experience with us exceeds expectations. If you possess strong research skills, adaptability in various situations, and a desire to contribute positively to our team, we want to hear from you!
**Key Responsibilities**:
- **Account Management**: Act as the primary point of contact for assigned online accounts, ensuring all inquiries and issues are addressed promptly and accurately.
- **Customer Support**: Provide support via multiple channels, including email, chat, and phone. Handle client requests and complaints with professionalism and a solution-oriented mindset.
- **Problem Resolution**: Analyze account-related issues, develop practical solutions, and communicate these effectively to clients, ensuring their satisfaction and retention.
- **Research & Insights**: Conduct thorough research as needed to educate clients about our products and services, assisting them in making informed decisions.
- **Adaptability**: Adjust communication styles to meet the varying needs of clients from diverse backgrounds and varying levels of technical comprehension.
- **Documentation**: Maintain accurate and detailed records of all client interactions and feedback in our CRM system to ensure continuity and improvement of service.
- **Collaboration**: Work closely with other departments, including Sales, Marketing, and Technical Support, to provide comprehensive information and resolve complex client issues.
- **Training & Development**: Participate in training programs and workshops to enhance product knowledge and customer service skills, sharing insights and best practices with team members.
- **Performance Metrics**: Monitor and report on key performance indicators related to customer support effectiveness, account satisfaction, and resolution times.
**Requirements**:
- **Experience**: A minimum of 4 years of experience in customer support, account management, or a similar role, preferably within an online or technology-driven environment.
- **Education**: Bachelor's degree in Business Administration, Communication, or a related field is preferred but not mandatory.
- **Skills**:
- Strong research abilities to quickly gather and analyze information relevant to client inquiries.
- Energetic and driven personality, with a passion for providing outstanding customer service.
- Adaptability to changing situations and the ability to manage multiple tasks concurrently.
- Excellent verbal and written communication skills in English.
- Proficiency in using CRM software, Microsoft Office Suite, and communication tools.
- **Soft Skills**:
- Exceptional problem-solving abilities with a focus on client satisfaction.
- Strong organizational skills and attention to detail.
- Ability to work independently with minimal supervision, as well as part of a collaborative team.
**Benefits**:
- Competitive pay with employee discounts on various products and services.
- Comprehensive disability insurance coverage.
- Opportunities for visa sponsorship for eligible candidates, enabling a diverse workforce.
**Working Environment**:
At Baxalta, we foster a culture of equality and fairness for all employees. We are committed to creating an inclusive workplace where diverse perspectives are valued and celebrated.
**Application Deadline**: ********
**Equal Opportunity Statement**:
Baxalta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.
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**If you are a motivated individual who thrives in a challenging and rewarding environment, we encourage you to apply and be part of our team at Baxalta!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.