**Job Title:** Customer Support Officer
**Company:** Mesoblast
**Location:** Melbourne, Victoria, Australia
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 0
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**Job Description:**
Mesoblast is seeking a dedicated and reliable Customer Support Officer to join our team in Melbourne, Victoria. This part-time position is designed for entry-level candidates eager to kickstart their careers in customer service within the biotechnology sector. The Customer Support Officer will play a vital role in ensuring that our customers receive the highest level of support, satisfaction, and engagement, thereby enhancing their overall experience with our products and services.
**Key Responsibilities:**
1. **Customer Engagement:**
- Respond promptly and professionally to customer inquiries via various communication channels (phone, email, chat).
- Cultivate positive relationships with customers to foster loyalty and repeat business.
2. **Problem Resolution:**
- Assist customers in troubleshooting issues and provide effective solutions or escalate to appropriate departments as necessary.
- Use analytical skills to assess customer concerns and identify underlying issues.
3. **Order Management:**
- Process customer orders, returns, and exchanges efficiently, ensuring all transactions are accurate and up-to-date in the system.
- Maintain accurate records of customer interactions and transactions.
4. **Product Knowledge:**
- Acquire thorough knowledge of Mesoblast products and services to provide accurate information and support to customers.
- Stay informed about product updates, enhancements, and new launches.
5. **Documentation and Reporting:**
- Document customer interactions and feedback in the customer relationship management (CRM) system.
- Analyze customer feedback and trends to identify areas for improvement in service and product offerings.
6. **Collaboration:**
- Work closely with other departments (e.g., sales, marketing, product support) to ensure seamless service delivery and improved customer experience.
- Participate in team meetings and contribute to the overall strategy for enhancing customer satisfaction.
7. **Training and Development:**
- Attend training sessions and workshops to enhance product knowledge and develop customer service skills.
- Be open to feedback and proactive in seeking opportunities for professional growth.
**Requirements:**
- **Education:** High school diploma or equivalent; relevant coursework in customer service or communication is a plus.
- **Experience:** No prior experience required; entry-level position suitable for fresh graduates.
- **Key Personality Traits:**
- *Dedicated:* Demonstrated commitment to providing exceptional service to customers.
- *Reliable:* Consistently meets deadlines and follows through on commitments.
- **Soft Skills:**
- *Negotiation:* Ability to communicate effectively and find win-win solutions for customer and company needs.
- *Analysis:* Strong analytical skills to assess customer feedback, identify patterns, and suggest improvements.
- **Technical Skills:**
- Proficient in using Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM systems preferred.
- Basic computer skills and ability to learn new software applications quickly.
**Benefits:**
- Company equipment provided to facilitate your role.
- Opportunities for travel related to customer support and training.
- Access to ongoing training and professional development programs designed to enhance your skills and career trajectory.
**Working Environment:**
At Mesoblast, we emphasize a customer-focused culture where exceeding customer expectations and delivering delight is at the heart of our mission. As a Customer Support Officer, you will be empowered to make decisions and provide feedback that directly influences our service quality and customer satisfaction.
**Deadline to Apply:** Please submit your application by October 6, 2024.
**Equal Opportunity Statement:**
Mesoblast 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, regardless of race, gender, age, sexual orientation, disability, or any other characteristic.
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Join us at Mesoblast and embark on a fulfilling career where your contributions matter! We look forward to welcoming you to our dedicated team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
