**Job Title: Customer Support Officer**
**Company: Aetna**
**Location: Melbourne, Victoria, AU**
**Job Type: Full-time**
**Seniority: Entry Level**
**Years of Experience: 0**
**Company Overview:**
At Aetna, we are not just a health care company; we are a community empowered by purpose and a commitment to serving our customers. We are pioneers of change in our industry, setting benchmarks for excellence in service delivery. Join our team in Melbourne and be part of our mission to provide accessible and quality health care solutions.
**Job Summary:**
We are seeking a motivated and resilient Customer Support Officer to join our customer service team. This entry-level position is ideal for individuals who are passionate about providing excellent support and who wish to develop their skills in a dynamic and rewarding environment. As a Customer Support Officer, you will serve as a vital link between the company and our customers, ensuring they receive timely and accurate assistance regarding our services and products.
**Key Responsibilities:**
- **Customer Interaction:** Respond promptly to customer inquiries via phone, email, and live chat, providing exceptional service and support throughout their experience.
- **Problem Resolution:** Identify customer issues and provide effective solutions including troubleshooting, processing claims, or forwarding requests to appropriate departments.
- **Product Knowledge:** Maintain comprehensive knowledge of Aetna's services and products, including updates, changes, and industry standards to assist customers effectively.
- **Documentation:** Accurately document customer interactions and transactions in the company's CRM system, ensuring all necessary information is captured for future reference.
- **Feedback Handling:** Collect customer feedback to identify trends or areas for improvement in service delivery, and communicate suggestions to management.
- **Team Collaboration:** Work collaboratively with team members and other departments to ensure a seamless experience for customers, sharing insights and best practices.
- **Continuous Improvement:** Participate in training and development sessions to enhance personal and professional skills, staying informed of new processes and technologies as they arise.
- **Policy Compliance:** Adhere to all company policies, procedures, and compliance standards to ensure quality service and protect customer information.
**Requirements:**
- **Education:** High School Diploma or equivalent required; additional education in customer service or related fields is a plus.
- **Experience:** No prior experience required; however, customer service experience (in any field) is advantageous.
- **Technical Skills:** Proficiency in using computers, including familiarity with CRM software, Microsoft Office Suite, and basic troubleshooting techniques.
- **Personality Traits:**
- **Motivated:** A self-starter who takes initiative and thrives in a proactive environment.
- **Resilient:** Able to handle challenges and maintain a positive attitude, even under pressure.
- **Soft Skills:**
- **Adaptability:** Willing to adjust to changing priorities and new challenges in a fast-paced environment.
- **Planning:** Strong organizational skills to manage multiple tasks effectively while maintaining attention to detail.
- **Communication Skills:** Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.
**Benefits:**
- Competitive salary with opportunities for growth and advancement.
- Retirement plan with company contributions.
- Company-provided equipment to facilitate remote work where applicable.
- Disability insurance for added peace of mind.
- A supportive and inclusive working environment that encourages professional development and career advancement.
**Working Environment:**
Join Aetna and be part of a company that pioneers change and sets industry benchmarks. Our collaborative culture emphasizes well-being, professional growth, and a commitment to serving our communities.
**Application Deadline:**
Please submit your application by **October 4, 2024**.
**Equal Opportunity Statement:**
Aetna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
