**Job Title:** Online Customer Success Associate **Company:** Discovery Communications **Location:** Dunedin, Otago, NZ **Job Type:** Part-time **Seniority:** Associate Level **Years of Experience:** 2 **About Us:** Discovery Communications is a world leader in real-life entertainment, committed to enriching the lives of our audiences from around the globe.
We create and deliver the highest quality lifestyle and entertainment content across various platforms.
Our team in Dunedin is passionate about our mission and thrives on innovation, collaboration, and creativity.
**Position Overview:** As an Online Customer Success Associate, you will play a vital role in ensuring our customers have an exceptional experience with our online services.
This part-time position requires a resourceful and reliable individual with a strong foundation in customer service and a passion for problem-solving.
You will engage with customers via various online platforms, address inquiries, and provide guidance that fosters a positive and lasting relationship with our brand.
**Key Responsibilities:** - Serve as the primary point of contact for customer inquiries, product support, and troubleshooting assistance through multiple online channels (email, chat, social media).
- Proactively engage with customers to ensure satisfaction with our products and services, conducting follow-ups to provide further assistance or gather feedback.
- Collaborate with cross-functional teams, including product, marketing, and technical support, to address customer needs effectively and improve the customer experience.
- Develop and maintain comprehensive knowledge of our products and services to offer tailored support and solutions to customers.
- Coordinate and deliver presentations, product demonstrations, and training sessions to customers and internal staff, highlighting key features and usage tips.
- Utilize customer feedback and insights to identify opportunities for service enhancement and communicate these insights to management.
- Maintain accurate records of customer interactions, issues, and resolutions using our customer relationship management (CRM) software.
- Assist in creating and updating FAQs, help articles, and instructional content to empower customers with self-service options, as well as ensure that resources are easily accessible.
- Participate in team meetings and contribute to ongoing training initiatives to enhance personal and team skills in customer service and success strategies.
**Requirements:** - **Education:** Bachelor's degree in business, communications, public relations, or a related field preferred (or equivalent professional experience).
- **Experience:** A minimum of 2 years of experience in customer service or customer success roles, preferably in online environments.
- **Personality Traits:** Reliable and resourceful, able to manage multiple tasks while maintaining a positive attitude and proactive approach to customer service.
- **Soft Skills:** Strong planning and organizational abilities, excellent presentation skills with the capability to communicate complex information clearly and effectively to various audiences.
- **Technical Skills:** Proficiency in using CRM software, email and chat support tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
- **Problem Solving:** Ability to troubleshoot customer issues effectively and propose viable solutions.
**Benefits:** - Comprehensive medical coverage to ensure your health and wellness.
- Paid sick leave to support your well-being.
- Profit sharing, allowing you to benefit from the company's growth and success.
**Working Environment:** Join a dynamic workplace that values teamwork, fosters innovation, and champions shared success.
We believe that a collaborative and inclusive environment inspires our teams to excel and contribute to our mission.
**Equal Opportunity Statement:** Discovery Communications is committed to fostering an inclusive and diverse workplace.
We welcome all applicants regardless of race, color, gender, sexual orientation, age, disability, religion, or any other characteristic protected by law.
We are dedicated to providing equal employment opportunities for all.
**Application Deadline:** October 31, 2024 If you are passionate about customer success and want to contribute to a leading organization in a part-time capacity, we would love to hear from you.
Please submit your resume and cover letter outlining your relevant experience and why you would be a great fit for this role!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.