**Job Title:** Online Account Support Specialist **Company:** Choice **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority:** Entry Level **Experience Required:** 0 Years ### Job Description Choice is seeking an **Online Account Support Specialist** to join our dynamic team in Hamilton. The ideal candidate will be passionate about providing exceptional customer support and delivering solutions that enhance the overall customer experience. This entry-level position is perfect for individuals eager to learn, grow, and make a meaningful impact while enjoying the flexibility of part-time hours. ### Responsibilities - **Customer Support:** Respond to customer inquiries via email, chat, and social media platforms promptly and professionally, ensuring a friendly and supportive tone. - **Account Management:** Assist customers in managing their online accounts, including troubleshooting login issues, updating personal information, and providing information about services and offerings. - **Issue Resolution:** Engage with customers to understand their concerns, investigate issues thoroughly, and either resolve them or escalate them to the appropriate department. - **Documentation:** Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in our customer relationship management (CRM) system. - **Strategic Planning:** Collaborate with the support team to identify trends in customer inquiries and suggest improvements to enhance the overall customer experience. - **Negotiation Skills:** Work with customers to resolve disputes or complaints, ensuring they feel heard and valued while finding a solution that aligns with company policy. - **Feedback Loop:** Gather and report customer feedback to the marketing and product development teams to contribute to ongoing improvements. - **Team Collaboration:** Work closely with team members and participate in training sessions to continuously enhance product knowledge and customer service skills. - **Adherence to Policies:** Follow company protocols and policies regarding confidential information and customer data protection. ### Requirements - **Education:** High school diploma or equivalent; a background or interest in customer service is a plus. - **Personality Traits:** - **Independent:** Ability to work autonomously and manage your time effectively. - **Adaptable:** Willingness to adapt to changing situations and responsibilities in a fast-paced environment. - **Soft Skills:** - **Strategic Planning:** Ability to think critically about customer needs and develop strategies to meet them. - **Negotiation:** Effective communication skills to negotiate solutions gracefully. - **Technical Skills:** Familiarity with basic computer applications, social media platforms, and CRM software is advantageous but not required. - **Availability:** Must be available to work flexible hours, including evenings and weekends, as needed. ### Benefits - **Retirement Plan:** Access to a company-sponsored retirement savings plan. - **Paid Time Off (PTO):** Paid time off benefits to help you maintain a healthy work-life balance. - **Vision Insurance:** Comprehensive vision insurance to support your eye health. ### Working Environment At Choice, we foster a workplace culture that challenges norms and encourages bold thinking. We believe in the potential of every team member and invest in their development while promoting a supportive and collaborative work environment. ### Application Process If you are ready to kick-start your career in customer support and contribute to a team that embraces innovation, please submit your resume and a brief cover letter highlighting your interest in the role by **October 31, 2024**. **Choice 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. **How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.