**Job Title:** Online Customer Care Specialist
**Company:** Weyerhaeuser
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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### Job Description
Weyerhaeuser is seeking a dedicated and independent Online Customer Care Specialist to join our dynamic customer service team in Canberra. As a vital part of our mission, you will be responsible for delivering unparalleled support and assistance to our customers in a rapidly evolving environment. The ideal candidate will possess excellent negotiation skills, emotional intelligence, and a passion for helping others.
### Key Responsibilities
1. **Customer Support**
- Provide exceptional online customer service via multiple channels, including email, live chat, and social media platforms.
- Respond promptly to customer inquiries, resolving issues and providing information about Weyerhaeuser products and services.
2. **Problem Solving**
- Analyze customer feedback to identify trends and recommend solutions for continuous improvement.
- Handle escalated customer complaints with professionalism, employing effective negotiation techniques to reach mutually beneficial resolutions.
- Coordinate with various departments to address customer issues and queries efficiently.
3. **Product Knowledge**
- Maintain an extensive understanding of Weyerhaeuser's products, services, and industry standards to effectively assist customers.
- Participate in ongoing training to stay current with product updates and industry trends.
4. **Documentation and Reporting**
- Document customer interactions and resolutions in the CRM system accurately and promptly.
- Generate reports on customer service metrics and provide insights to enhance service delivery and efficiency.
5. **Team Collaboration**
- Work collaboratively with team members to achieve customer service goals and promote a positive team environment.
- Engage in team meetings to share experiences, challenges, and suggestions for improvement.
6. **Continuous Learning and Development**
- Actively participate in training and professional development programs to enhance skills and knowledge within customer service and other relevant areas.
- Seek feedback for personal and team growth, fostering a culture of continuous improvement.
### Requirements
**Education & Experience:**
- Bachelor's degree or equivalent experience preferred.
- Minimum of 4 years of experience in customer service or related field.
- Experience in online customer support roles is a significant advantage.
**Skills:**
- Proven negotiation skills with the ability to handle sensitive interpersonal situations tactfully.
- Strong emotional intelligence to empathize with customers and understand their needs.
- Excellent verbal and written communication skills with a clear and concise manner.
- Proficient in using customer support software and CRM systems.
**Personality Traits:**
- Independent thinker who can work autonomously in a fast-paced environment.
- Dedicated to delivering high-quality service and building strong customer relationships.
- Adaptable and open to change, thriving in a rapidly evolving work setting.
**Working Environment:**
- An energetic and fast-paced atmosphere where proactive contributions are encouraged.
- Opportunity to engage with a diverse range of customers and challenges.
### Benefits
- Travel opportunities to engage with customers and partners.
- Comprehensive training and professional development programs.
- Life insurance and other health benefits.
### Application Deadline
Interested candidates are encouraged to apply before ********** **.
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**Equal Opportunity Statement**
Weyerhaeuser 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.
Join us at Weyerhaeuser and play a crucial role in enhancing our online customer care experience!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
