**Job Title:** Online Customer Support Assistant
**Company:** Fortescue Future Industries
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
### **Job Description**
Fortescue Future Industries (FFI) is seeking a dedicated and skilled Online Customer Support Assistant to join our dynamic team. As a part-time member of our customer support division, you will play a vital role in providing exceptional service to our customers while fostering a collaborative and innovative environment.
### **Responsibilities**
As an Online Customer Support Assistant, you will be responsible for the following:
1. **Customer Support:**
- Respond promptly to customer inquiries via email, live chat, and other online platforms.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer issues and complaints efficiently, maintaining a high level of satisfaction.
2. **Product Knowledge:**
- Develop a deep understanding of the company's products and services to inform and assist customers effectively.
- Identify trends in customer inquiries and feedback to enhance product knowledge and service delivery.
3. **Analytical Duties:**
- Analyze customer interactions and feedback to identify areas for improvement.
- Prepare and present reports on customer support trends and performance metrics to management.
4. **Collaborative Approach:**
- Work closely with team members and other departments to ensure seamless communication and service delivery.
- Participate in brainstorming sessions to innovate customer support processes and enhance the customer experience.
5. **Resource Management:**
- Utilize available tools and resources to provide timely and effective support.
- Identify opportunities for process improvements and increased efficiency within the customer support framework.
6. **Training and Development:**
- Assist in training new team members on best practices in customer support and company protocols.
- Stay updated on industry trends and customer service techniques to ensure the team is well-prepared to meet customer needs.
### **Requirements**
**Education and Experience:**
- Minimum of 2 years of experience in a customer service or online support role.
- Bachelor's degree in Business Administration, Communication, or a related field is preferred.
**Personal Traits:**
- Hardworking with a strong commitment to customer satisfaction.
- Resourceful in finding solutions and delivering results under pressure.
**Soft Skills:**
- Strong analytical skills with the ability to synthesize information and make data-driven decisions.
- Innovative mindset that embraces change and proactively seeks new ways to improve customer interactions and support strategies.
**Technical Skills:**
- Familiarity with customer support software (e.g., Zendesk, Freshdesk) and CRM systems.
- Proficient in Microsoft Office Suite and basic data analysis tools.
**Interpersonal Skills:**
- Excellent communication skills, both written and verbal.
- Ability to work collaboratively in a diverse team environment and across international teams.
### **Benefits**
- Comprehensive medical coverage for all eligible employees.
- Gym membership to promote health and wellness.
- Profit sharing program to reward your contributions to our success.
### **Working Environment**
Join a company that transcends borders, promoting collaboration on a global scale. At Fortescue Future Industries, we celebrate diversity and encourage teamwork across various functions to achieve our mission.
### **Equal Opportunity Statement**
Fortescue Future Industries 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.
### **Application Deadline**
Please submit your application by **October 7, 2024.**
If you thrive in a fast-paced environment and are passionate about delivering exceptional customer service, we look forward to receiving your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
