**Job Title:** Customer Support Assistant - Work from Home
**Company:** Lincoln National
**Location:** Sydney, New South Wales, AU
**Job Type:** Part-Time
**Seniority:** Entry Level
**Experience Required:** 1 Year
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**Job Description:**
Lincoln National is seeking a motivated and enthusiastic **Customer Support Assistant** to join our dynamic team. This part-time position allows you the flexibility to work from home while providing essential support to our valued customers. The ideal candidate will possess a strong commitment to exceptional customer service and a passion for helping others. The role requires critical thinking skills, effective people management abilities, and a confident, driven approach to addressing customer inquiries.
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**Key Responsibilities:**
- **Customer Interaction:** Manage inbound customer inquiries through various communication channels (phone, email, chat) while maintaining a friendly and professional demeanor.
- **Issue Resolution:** Analyze customer issues and provide timely solutions, ensuring customer satisfaction and maintaining a positive experience. Escalate complex problems to the appropriate department when necessary.
- **Documentation:** Maintain accurate records of customer interactions, transactions, comments, and complaints in our customer relationship management (CRM) system.
- **Product Knowledge:** Develop and maintain a comprehensive understanding of Lincoln National's products and services to provide accurate information and assistance to customers.
- **Feedback Collection:** Gather and document customer feedback to identify trends and suggest areas for improvement in our services and customer experience.
- **Team Collaboration:** Work closely with team members and supervisors to ensure all aspects of customer support are handled efficiently and effectively. Participate in team meetings and training sessions as required.
- **Follow-Up:** Ensure timely follow-up with customers to verify issue resolution and obtain feedback on their experience.
- **Performance Tracking:** Help maintain and exceed performance metrics, including response times, issue resolution rates, and customer satisfaction scores.
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**Requirements:**
- **Educational Background:** High school diploma or equivalent; relevant coursework or certifications in customer service or communications is a plus.
- **Experience:** Minimum of 1 year of experience in a customer support or service-related role.
- **Skills:**
- **Confident and Driven:** A confident demeanor with the ability to persuade and address customer concerns effectively.
- **Critical Thinking:** Strong analytical skills to assess situations, think critically, and solve problems creatively.
- **People Management:** Ability to engage with a diverse clientele, demonstrating empathy and support for customer needs.
- **Technical Proficiency:** Familiarity with CRM software is preferred; proficiency in Microsoft Office Suite and basic troubleshooting of technology is a must.
- **Communication Skills:** Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
- **Time Management:** Strong organizational skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
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**Working Environment:**
At Lincoln National, we prioritize understanding and empathy in all interactions with both customers and colleagues. We believe that fostering a supportive and inclusive work culture drives our success and enhances the customer experience.
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**Benefits:**
- Company transportation for official duties.
- Relocation allowance for qualified candidates willing to adjust to new locations if applicable.
- Paid overtime opportunities based on workload demands.
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**Application Deadline:** All applications must be submitted by ********** **.
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**Equal Opportunity Statement:**
Lincoln National 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 and value the contributions that a diverse workforce brings to our company.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
