**Job Title:** Online Customer Success Representative **Company:** News Corp **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** Minimum 3 Years --- **Job Description:** News Corp is seeking a motivated and detail-oriented Online Customer Success Representative to join our team in Nelson, NZ. This part-time position is ideal for individuals who are passionate about providing exceptional customer service and are eager to contribute to the success of our clients. In this role, you will be responsible for fostering strong relationships with our customers, ensuring their needs are met, and helping them derive maximum value from our products and services. **Key Responsibilities:** 1. **Customer Engagement:** - Act as the primary point of contact for online customers, addressing their inquiries and concerns via email, chat, and other digital communication platforms. - Proactively reach out to customers to ensure they are satisfied with our products and services, and to gauge usage and engagement levels. 2. **Problem Resolution:** - Diagnose and resolve technical issues reported by customers, coordinating with relevant internal teams to provide effective solutions promptly. - Document and track customer interactions in our CRM system, ensuring all issues are addressed and escalated when necessary. 3. **Customer Education:** - Provide onboarding assistance to new customers, guiding them through our platforms and services to maximize their understanding and utilization. - Develop and deliver training materials including written guides, video tutorials, and webinars to enhance customer knowledge. 4. **Feedback Collection and Reporting:** - Regularly collect customer feedback on product features and services, and share insights with product and marketing teams to inform improvements. - Prepare and present reports on customer success metrics, trends, and areas for improvement to management. 5. **Collaboration:** - Work closely with sales, marketing, and technical teams to ensure customer needs are met and to share successful engagement strategies. - Participate in team meetings and contribute to strategic discussions on enhancing customer experience. 6. **Adapting to Change:** - Stay informed on industry trends and changes that could impact our customers, demonstrating adaptability and proactivity in your approach to customer service. **Requirements:** - **Experience:** - A minimum of 3 years of experience in a customer service or customer success role, preferably in an online or digital environment. - Proven track record of successfully managing customer relationships and driving customer satisfaction. - **Skills:** - Strong decision-making and planning skills to effectively prioritize tasks and manage multiple customer interactions simultaneously. - Proficient in CRM software and other customer management tools, as well as Microsoft Office Suite. - **Personality Traits:** - Adaptable: Ability to thrive in a fast-paced and ever-changing environment. - Driven: Demonstrated self-motivation and commitment to achieving individual and team goals. - **Soft Skills:** - Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely. - Strong interpersonal skills and the ability to work collaboratively with team members and stakeholders. **Benefits:** - Employee discounts on products and services. - Complimentary food options at the workplace. - Parental leave for eligible employees. - Opportunities for unlimited personal and professional growth through training and development programs. **Working Environment:** At News Corp, we foster a dynamic and inclusive working environment that encourages innovation and creativity. We are committed to providing opportunities for unlimited personal and professional growth. We believe that our people are our most valuable asset, and we invest in their development to ensure they reach their full potential. **Application Deadline:** Please submit your application by **November 2, 2024**. **Equal Opportunity Employer Statement:** News Corp 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.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.