**Job Title:** Online Customer Support Assistant
**Company:** Expeditors International of Washington
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
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**Job Description:**
Expeditors International of Washington is seeking a diligent and enthusiastic Online Customer Support Assistant to join our team in Canberra. This is a part-time position that plays a crucial role in delivering exceptional customer service to our clients. As an Online Customer Support Assistant, you will have the opportunity to engage with customers, resolve queries, and contribute to a company that leads the industry through innovative solutions.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to customer inquiries via email, chat, and social media platforms.
- Provide accurate and reliable information related to our services, shipping processes, and other customer-related inquiries.
- Manage customer expectations by delivering clear and concise communication.
2. **Issue Resolution:**
- Diagnose and resolve customer issues efficiently while ensuring a high level of customer satisfaction.
- Escalate complex issues to the appropriate department while maintaining ownership of the customer experience.
3. **Support Ticket Management:**
- Utilize the customer relationship management (CRM) system to open, track, and resolve support tickets.
- Ensure all customer interactions are timely and accurately recorded in the system.
4. **Collaboration:**
- Work closely with cross-functional teams to understand service offerings and optimize customer support strategies.
- Contribute to team meetings by providing insights on common customer queries, enabling the continuous improvement of support processes.
5. **Administrative Duties:**
- Assist with data entry, reporting, and documentation as required.
- Support team initiatives and activities to enhance efficiency and service delivery.
6. **Customer Training:**
- Provide online training sessions to customers on our systems and services as needed.
- Prepare and maintain training materials and FAQs to assist customers in understanding our services better.
**Requirements:**
- **Education & Experience:**
- High school diploma or equivalent; further education in business or customer service is a plus.
- Minimum of 2 years experience in customer support or a related field, preferably in a logistics or supply chain environment.
- **Technical Skills:**
- Proficiency in using CRM software and Microsoft Office Suite (Word, Excel, Outlook).
- Comfortable with learning new technologies and applications related to customer support.
- **Personality Traits:**
- Independent and self-motivated with the ability to work autonomously and manage time effectively.
- Adaptable to evolving situations and capable of adjusting strategies as required.
- **Soft Skills:**
- Strong people management skills with the ability to build rapport with diverse customer groups.
- Excellent planning and organizational skills to prioritize tasks and meet deadlines.
- **Communication Skills:**
- Exceptional written and verbal communication skills to convey information clearly and effectively.
- Ability to handle difficult conversations with empathy and professionalism.
**Benefits:**
- Competitive retirement plan.
- Dental insurance and comprehensive medical coverage.
- Opportunities for professional growth and development within a dynamic team environment.
**Working Environment:**
Join a collaborative team that leads the industry through cutting-edge ideas and innovative solutions. You will be part of a dynamic and supportive work culture that values employee input and rewards effort.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Expeditors International of Washington 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
