**Job Title:** Online Account Support Representative
**Company:** Liberty Interactive
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Liberty Interactive is seeking an enthusiastic and dedicated Online Account Support Representative to join our dynamic team in Canberra. This part-time position is ideal for a hardworking and energetic individual who is passionate about delivering exceptional customer service and enhancing the customer experience.
**Key Responsibilities:**
- **Customer Interaction:** Provide top-notch support to existing and potential customers via various online channels including email, chat, and social media. Address inquiries, troubleshoot issues, and guide users through our products and services.
- **Account Management:** Assist customers with account setup, modifications, renewals, and cancellations in a timely and efficient manner. Ensure that all customer accounts are managed accurately in our systems.
- **Problem Resolution:** Identify, investigate, and resolve customer complaints and concerns with a focus on achieving first contact resolution. Collaborate with other departments as necessary to ensure customer satisfaction.
- **Feedback Collection:** Gather feedback from customers regarding their experience with our services and products. Report insights to management for continuous improvement of processes and offerings.
- **Documentation:** Maintain accurate records of customer interactions, transactions, comments, and complaints. Prepare reports on account activity and customer feedback as required.
- **Team Collaboration:** Work closely with other team members to share knowledge, resources, and best practices. Participate in team meetings and contribute to a positive, team-oriented environment.
- **Training and Development:** Stay informed about company products, services, and policies. Attend training sessions to improve skills and enhance customer service techniques.
**Requirements:**
- **Experience:** A minimum of 3 years of experience in customer service or account support, with a proven track record of resolving customer issues effectively.
- **Education:** A high school diploma is required; additional education or certifications in customer service, communications, or a related field is preferred.
- **Personality Traits:**
- Hardworking: Demonstrates a strong work ethic and is willing to go the extra mile to ensure customer satisfaction.
- Energetic: Maintains a positive attitude and enthusiasm, even in challenging situations.
- **Soft Skills:**
- Teamwork: Ability to work collaboratively in a team-oriented environment, valuing the input and support of colleagues.
- Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely to customers.
- **Technical Skills:** Proficiency in using computer systems, customer relationship management (CRM) software, and online communication tools. Basic understanding of online account management processes.
- **Availability:** Flexibility to work during peak hours, including evenings and weekends, as needed.
**Benefits:**
- Life insurance coverage
- Free accommodation support
- Paid overtime for hours worked beyond regular schedule
**Working Environment:**
At Liberty Interactive, we pride ourselves on fostering a supportive and inclusive working culture. We encourage our team members to build strong connections and treat colleagues like an extended family. Our working environment is designed to be collaborative, empowering each employee to contribute to our common goals.
**Application Deadline:**
Please submit your application by **October 2, 2024**.
**Equal Opportunity Statement:**
Liberty Interactive 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Join us at Liberty Interactive, where your skills and passion for customer support will help us deliver outstanding experiences to our valued customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
