**Job Title:** Remote Customer Support Associate **Company:** Gallagher Group **Location:** Auckland, Auckland, NZ **Job Type:** Full-Time **Seniority Level:** Associate **Years of Experience:** 2 **Job Description:** Gallagher Group is seeking an energetic and passionate Remote Customer Support Associate to join our dynamic team in Auckland! As a key member of our customer support department, you will play an essential role in providing exceptional, high-quality service to our valued clients. This position is perfect for individuals who thrive in a fast-paced environment and are looking to make a difference in customer experiences through effective problem-solving and relationship-building. **Key Responsibilities:** - **Customer Interaction:** Respond to customer inquiries promptly through various channels, including phone, email, and chat. Maintain a positive and professional demeanor to enhance client satisfaction. - **Problem Resolution:** Effectively utilize troubleshooting techniques to identify and resolve customer issues. Assist customers in navigating product features and functionalities, ensuring they receive the support they need. - **Knowledge Database Maintenance:** Contribute to the development and maintenance of our knowledge base by documenting common inquiries, resolutions, and best practices to streamline future customer interactions. - **Collaboration:** Work closely with team members and other departments to achieve a seamless customer experience. Share feedback and insights on customer trends to help inform product and service improvements. - **Follow-Up:** Ensure timely follow-up on open tickets and inquiries, keeping customers informed about the status of their requests and providing updates as necessary. - **Customer Feedback Collection:** Actively seek customer feedback on services and products to help enhance overall customer satisfaction and loyalty. - **Training & Development:** Participate in ongoing training sessions to stay updated on product knowledge and customer service skills. Assist in onboarding new team members as needed. - **Performance Goals:** Meet and exceed individual and team performance targets while adhering to company policies and procedures. **Requirements:** - **Education:** Bachelor's degree or equivalent experience is preferred. - **Experience:** A minimum of 2 years of experience in a customer support role or related field, demonstrating a strong track record of customer satisfaction and problem resolution. - **Technical Proficiency:** Familiarity with customer support ticketing systems, CRM tools, and general office software (e.g., Microsoft Office Suite). - **Personality Traits:** - Energetic, with a drive to exceed customer expectations and create positive experiences. - Passionate about delivering exceptional service and continuously improving processes. - **Soft Skills:** - Strong planning skills with the ability to prioritize tasks in a fast-paced environment. - High emotional intelligence, demonstrating empathy and understanding when dealing with customer concerns. - **Communication Skills:** Excellent verbal and written communication skills in English, with the ability to convey complex information clearly and succinctly. - **Time Management:** Strong organizational skills with an ability to manage multiple tasks and meet deadlines. **Benefits:** - Comprehensive parental leave policy. - Opportunities for training and professional development to enhance your skills. - Medical coverage to ensure your health and well-being. **Working Environment:** At Gallagher Group, we foster a vibrant atmosphere that sparks creativity and motivation, inspiring greatness in every team member. We are committed to a culture of support and growth, encouraging our associates to thrive both personally and professionally. **Application Deadline:** October 29, 2024 **Equal Opportunity Statement:** Gallagher Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences. We strive to attract, develop, and retain the most talented employees who reflect the diversity of our clients and the communities we serve.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.