**Job Title: Customer Support Assistant - Remote Work**
**Company: Envato**
**Location: Melbourne, Victoria, AU**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Deadline to Apply: ******** **
---
**Company Overview:**
Envato is a dynamic digital marketplace that empowers creatives worldwide. With a commitment to innovation and collaboration, we provide a supportive environment that encourages curiosity and questioning to fuel growth. Our remote workplace ensures that we attract the best talent, irrespective of geographical barriers.
**Job Summary:**
We are seeking a confident and resilient Customer Support Assistant to join our team. In this part-time position, you will play a vital role in delivering exceptional customer service and enhancing the overall user experience on our platform. You will be working closely with our team and community to address inquiries, resolve issues, and create lasting relationships that foster brand loyalty.
**Key Responsibilities:**
- **Customer Interaction:** Respond promptly and professionally to customer queries via email, chat, and other communication channels while ensuring a high level of satisfaction.
- **Issue Resolution:** Identify, troubleshoot, and resolve customer issues swiftly while maintaining comprehensive documentation of interactions and resolutions in our CRM system.
- **Guide Customers:** Provide detailed guidance and assistance to customers regarding our products and services, ensuring they understand how to make the best use of our platform.
- **Feedback Loop:** Collect and analyze customer feedback to work with other departments for product improvement, ensuring that customer insights and suggestions are conveyed effectively.
- **Maintain Knowledge Base:** Contribute to developing and updating the customer support knowledge base to help customers find answers quickly and aid team training.
- **Team Collaboration:** Collaborate effectively with other team members and departments (such as tech support, marketing, and product development) to share insights and develop solutions for recurring issues.
- **Performance Metrics:** Meet and exceed defined performance metrics (response times, resolution times, customer satisfaction ratings) by using your persuasive skills to engage and affirm customers.
- **Continuous Learning:** Stay informed about product updates, industry trends, and best practices in customer service, promoting personal and professional growth.
- **Promote Company Values:** Represent and promote Envato's values and culture within your interactions, helping to build a strong, engaged customer community.
**Requirements:**
- **Experience:** Minimum of 3 years working in a customer support role, preferably in a digital marketplace or tech environment.
- **Education:** Bachelor's degree or equivalent experience preferred.
- **Confident Demeanor:** Must exhibit confidence in interactions with customers and team members, showcasing resilience in handling difficult situations.
- **Soft Skills:** Proven ability to persuade and influence outcomes positively, combined with a strong sense of emotional intelligence to navigate complex customer interactions with empathy.
- **Communication Skills:** Excellent verbal and written communication skills in English; additional languages are a plus.
- **Tech Savvy:** Proficient in using CRM systems and other customer support tools; experience with ticketing systems is highly desirable.
- **Problem-Solving Skills:** Strong analytical and problem-solving capabilities to troubleshoot customer issues effectively.
- **Team Player:** Ability to work both independently and collaboratively in a remote team setting, demonstrating flexibility and adaptability in a rapidly changing environment.
**Benefits:**
- Comprehensive life insurance coverage.
- Visa sponsorship for eligible candidates.
- Coverage for travel and spending expenses related to corporate needs.
- Flexible work hours to promote work-life balance.
- Opportunities for professional development and training.
**Working Environment:**
At Envato, we encourage curiosity and questioning to fuel innovation and growth. We value a collaborative work environment where team members can share ideas and challenge the status quo.
**Equal Opportunity Statement:**
Envato 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, experiences, and identities.
---
Join us at Envato and make a meaningful impact while growing your career in customer support! We look forward to your application before the deadline on ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
