**Job Title: Online Support Representative**
**Company: Viacom**
**Location: Canberra, Australian Capital Territory, AU**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 4**
**About Viacom:**
Viacom is a leading global media company dedicated to producing exceptional content that engages and entertains audiences worldwide. We foster an innovative and inclusive work environment that values collaboration, creativity, and diversity.
**Position Overview:**
The Online Support Representative will be a critical member of our customer service team, responsible for providing exceptional support to our clients through various online channels. This role involves troubleshooting, problem-solving, and managing customer inquiries in a timely and efficient manner, ensuring customer satisfaction while operating with the highest standards.
**Key Responsibilities:**
1. **Customer Support:**
- Respond to customer inquiries via email, chat, and social media platforms.
- Resolve customer issues and complaints effectively by providing clear and concise explanations.
- Coordinate with other departments to facilitate issue resolution.
- Maintain a high level of product knowledge to assist customers accurately.
2. **Documentation & Reporting:**
- Document customer interactions and feedback in the CRM system.
- Analyze support data to identify trends and areas for improvement.
- Prepare reports on common issues and customer feedback for management.
3. **Customer Relationship Management:**
- Build and maintain positive relationships with customers, ensuring ongoing satisfaction and engagement.
- Actively seek to understand customer needs and enhance their experience with Viacom.
4. **Process Improvement:**
- Collaborate with team members to streamline processes and improve overall service delivery.
- Provide feedback to management regarding customer trends and potential service enhancements.
5. **Training & Development:**
- Assist in the training of new support representatives to uphold the company's standard of excellence in customer service.
- Participate in continuous learning and development opportunities to improve product and service knowledge.
6. **Team Collaboration:**
- Work closely with the support team to ensure communication is clear and efficient.
- Engage in regular team meetings to share ideas, provide input on customer experiences, and strategize on achieving team goals.
**Requirements:**
- Minimum of 4 years of experience in a customer support role, preferably in an online or digital environment.
- Proven ability to manage multiple tasks while delivering high-quality support.
- Strong interpersonal skills with the ability to connect with customers and resolve issues effectively.
- Highly motivated and dedicated to delivering exceptional customer service.
- Excellent planning and organizational skills to handle varying workloads and priorities.
- Proficient in using customer support software and tools.
- Familiarity with CRM systems, chat support tools, and basic troubleshooting skills.
- Ability to thrive in a fast-paced environment that embraces and navigates change seamlessly.
**Personality Traits:**
- Motivated: Demonstrated enthusiasm for helping customers, maintaining a positive attitude even in challenging situations.
- Dedicated: Committed to going above and beyond to ensure customer satisfaction and team success.
**Soft Skills:**
- People Management: Ability to engage with customers and coworkers professionally and empathetically.
- Planning: Skillful at organizing tasks and managing time efficiently to meet deadlines.
**Benefits:**
- Life insurance
- Employee discounts
- Profit sharing
**Working Environment:**
Join us in a dynamic work environment that encourages growth and adaptation amidst changing circumstances. We value individuals who embrace change while supporting their teams and customers.
**Application Deadline:**
Please submit your application by **October 10, 2024**.
**Equal Opportunity Statement:**
Viacom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified individuals, regardless of race, gender, age, religion, sexual orientation, disability, or any other status, to apply. Your unique perspective is a valued part of our culture.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
