**Job Title:** Remote Customer Support Associate **Company:** Masco **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience Required:** 2 --- **Job Description:** Masco is seeking a dedicated and driven Remote Customer Support Associate to join our dynamic team. This position will be pivotal in providing exceptional customer service and support as we work to understand and exceed our customers' expectations. The ideal candidate will have a strong background in customer support and possess the necessary skills to innovate and adapt in response to customer needs. ### **Key Responsibilities:** - **Customer Interactions:** Provide prompt and effective responses to customer inquiries via various channels, including email, chat, and phone. Actively listen to customer needs and resolve issues to ensure a positive experience. - **Knowledge Management:** Maintain a thorough understanding of Masco's products and services to provide accurate information and solutions. Regularly update and contribute to the knowledge base to enhance team efficiency. - **Issue Resolution:** Efficiently troubleshoot and resolve customer complaints or concerns, escalating complex issues to senior staff as necessary while following up to ensure resolution. - **Feedback Collection:** Gather and report customer feedback and suggestions to help improve products and services. Identify trends in customer issues and collaborate with the team to address root causes. - **Collaboration:** Work closely with team members and cross-functional teams to ensure a seamless customer experience. Participate in regular team meetings to share insights, best practices, and innovative ideas for improvement. - **Performance Metrics:** Meet and exceed defined performance metrics, including but not limited to response times, resolution rates, and customer satisfaction scores. - **Continuous Improvement:** Stay updated on industry trends and best practices in customer service. Proactively participate in training sessions to enhance personal skills and contribute to the team's knowledge. ### **Qualifications and Requirements:** - **Education:** High school diploma or equivalent required; a degree in a related field is a plus. - **Experience:** Minimum of 2 years of experience in customer support or a similar role, preferably in a remote environment. - **Technical Skills:** Proficient in using customer support tools and CRM software (e.g., Zendesk, Salesforce). Comfortable with digital communication platforms. - **Personality Traits:** - **Hardworking:** A self-starter who is committed to delivering high-quality support, often going above and beyond to assist customers. - **Driven:** A strong desire to contribute to company goals and improve performance continuously. - **Soft Skills:** - **Innovation:** An ability to think creatively and propose new ideas for enhancing customer service delivery. - **Emotional Intelligence:** Strong interpersonal skills with the ability to empathize with customers and manage challenging situations effectively. - **Work Environment:** Ability to work independently in a remote setting while maintaining accountability and strong communication with team members. ### **Benefits:** - Free accommodation for remote work. - Vision insurance to support your eye health. - Profit sharing to reward you for your contributions to the company's success. ### **Application Deadline:** Please submit your application by **October 26, 2024**. --- **Equal Opportunity Statement:** Masco 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. If you are ready to contribute to a dedicated team that prioritizes customer satisfaction and thrives on innovation, we invite you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.