**Job Title: Online Customer Success Associate** **Company: Prudential Financial** **Location: Auckland, Auckland, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Years of Experience: 3** **Application Deadline: ******** ** ### About Prudential Financial At Prudential Financial, our mission is to help customers achieve financial wellness and create sustainable futures through personalized solutions and exceptional service.
We foster a dynamic, inclusive workplace committed to empowering all employees to thrive.
### Job Overview We are seeking a highly motivated and dedicated Online Customer Success Associate to join our growing team in Auckland.
As an integral member of our customer success team, you will serve as a frontline ambassador for our brand, responsible for ensuring a seamless customer experience and proactive engagement to drive satisfaction and retention.
### Key Responsibilities - **Customer Engagement**: Actively engage with customers via online channels, including chat, email, and social media, to resolve inquiries, provide support, and ensure a positive experience with Prudential Financial products and services.
- **Problem Solving**: Identify customer challenges and provide efficient solutions, leveraging resources and collaboration with internal teams to ensure rapid resolution and high satisfaction rates.
- **Feedback Loop**: Gather customer feedback regarding their experiences and share insights with relevant teams to enhance product offerings and service standards.
- **Onboarding**: Guide new customers through the onboarding process, ensuring they are informed about product features and benefits, and feel confident utilizing our services.
- **Performance Metrics**: Track and analyze customer interactions, success metrics, and satisfaction levels to identify trends and areas for improvement.
- **Training & Development**: Participate in ongoing training sessions and knowledge-sharing activities to stay informed about products, industry changes, and customer best practices.
- **Cross-Team Collaboration**: Work closely with marketing, sales, and product teams to support promotional initiatives, product launches, and optimize customer engagement strategies.
- **Continuous Improvement**: Regularly review and analyze processes to identify opportunities to enhance efficiency and customer experiences, encouraging a culture of innovation.
### Requirements - **Education & Experience**: - Bachelor's degree in Business Administration, Communication, or a related field preferred.
- Minimum of 3 years of experience in a customer service or customer success role, preferably in the financial services industry.
- **Technical Skills**: - Proficiency in using customer relationship management (CRM) software and customer service tools.
- Familiarity with online communication channels and social media platforms.
- **Personality Traits**: - Energetic and passionate about providing exceptional customer experiences.
- Hardworking with a proactive approach to problem-solving.
- **Soft Skills**: - Excellent communication skills, both written and verbal, with the ability to convey information clearly and persuasively.
- Strong persuasive skills to influence and guide customer decisions positively.
### Benefits - **Remote Work Flexibility**: Enjoy a flexible work-from-home setup that aligns with your lifestyle.
- **Dental Insurance**: Comprehensive dental coverage for peace of mind.
- **Gym Membership**: Access to gym memberships to support your fitness goals and wellbeing.
### Working Environment Join a flexible and adaptive work environment that thrives on agility, embracing change with speed and efficiency.
We value creativity and encourage collaboration in a space where you can share ideas and grow professionally.
### Equal Opportunity Statement Prudential Financial 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 to foster a workplace that reflects the diverse communities we serve.
--- If you are passionate about customer success and eager to make a tangible impact while working with a dedicated team, we invite you to apply for the Online Customer Success Associate position at Prudential Financial.
Submit your application by September 19, 2024, and embark on a rewarding career journey with us!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
