**Job Title:** Online Customer Support Officer
**Company:** Healius
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 2
---
### **Job Description:**
Healius, a leader in the healthcare sector, is seeking a motivated and resilient Online Customer Support Officer to join our dynamic team in Canberra. This part-time position is perfect for individuals passionate about delivering exceptional customer service and support in an online environment. As a vital member of our customer support team, you will be the first point of contact for our customers, helping to resolve queries, provide product information, and ensure an overall positive experience with Healius.
### **Key Responsibilities:**
- **Customer Engagement:** Respond to customer inquiries via email, chat, and other online platforms, ensuring timely and effective communication.
- **Issue Resolution:** Investigate customer issues and complaints, providing accurate solutions and support in a quick manner while maintaining a strong customer focus.
- **Information Sharing:** Educate customers about our healthcare services, guiding them through the user journey and providing information about processes and products.
- **Record Keeping:** Maintain detailed records of customer interactions in our CRM system, ensuring accuracy and confidentiality.
- **Feedback Collection:** Actively solicit and document customer feedback to identify trends and areas for improvement in our services.
- **Collaboration:** Work closely with other departments to facilitate comprehensive solutions, escalating complex issues when necessary.
- **Knowledge Base Maintenance:** Contribute to the development of our knowledge base by creating FAQs and updating existing responses based on customer interactions.
- **Performance Monitoring:** Participate in performance metrics evaluations, striving to meet or exceed set benchmarks while building on self-improvement and learning.
### **Requirements:**
**Qualifications:**
- Minimum of 2 years' experience in customer support, preferably in an online environment.
- Strong proficiency in using various communication tools and CRM platforms.
**Personality Traits:**
- **Resilient:** Ability to handle challenging situations with a calm demeanor and maintain a positive attitude.
- **Adaptable:** Flexible in adjusting to new processes and systems as the organization evolves.
**Soft Skills:**
- **Critical Thinking:** Capability to assess situations, consider various perspectives, and develop strategic solutions to problems.
- **Persuasion:** Skilled in influencing and guiding customers towards suitable solutions and options that meet their needs.
**Additional Skills:**
- Excellent verbal and written communication skills in English.
- Strong attention to detail and the ability to multitask efficiently.
- Basic knowledge of the healthcare industry is desirable but not mandatory.
### **Benefits:**
- Profit sharing opportunities to reward your contributions to the company.
- Comprehensive life insurance coverage for peace of mind.
- Paid Time Off (PTO) to encourage work-life balance.
### **Working Environment:**
At Healius, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that diverse voices lead to innovative solutions and a better service experience for our customers. We are committed to providing a supportive and welcoming environment for all employees.
### **Application Process:**
Interested candidates are invited to submit their applications by the deadline of ********** **. Please include a resume and a cover letter detailing your relevant experience and what makes you a suitable candidate for this role.
**Equal Opportunity Statement:**
Healius 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, sex, national origin, disability, or any other characteristic protected by law.
---
Join us at Healius to make a difference in the healthcare sector while nurturing your career in a supportive and inclusive environment!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
