**Job Title:** Remote Client Support Officer
**Company:** American Family Insurance Group
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
American Family Insurance Group is seeking a proficient and enthusiastic Remote Client Support Officer to join our dynamic team. As a vital member of our support staff, you will play a critical role in providing exceptional client service and ensuring that customer inquiries are effectively addressed. This part-time position allows for a flexible work schedule while promoting a healthy work-life balance amidst a supportive remote working environment.
**Key Responsibilities:**
- **Customer Interaction:** Handle client inquiries via phone, email, and chat in a courteous and professional manner, ensuring a positive customer experience and resolving issues in a timely fashion.
- **Problem Resolution:** Employ your decision-making skills to assess client needs, troubleshoot problems, and provide informative solutions or escalate issues to the appropriate department.
- **Client Relationship Management:** Develop and maintain strong relationships with clients, demonstrating emotional intelligence to understand their concerns and effectively address their needs.
- **Documentation and Reporting:** Accurately document client interactions, feedback, and resolutions in the system, ensuring all details are clearly recorded for future reference.
- **Product Knowledge:** Maintain a deep understanding of American Family Insurance's products and services to effectively inform and guide clients on suitable options.
- **Continuous Improvement:** Actively participate in training sessions and workshops to enhance your skill set and contribute ideas for improving the client support process.
- **Cross-Department Collaboration:** Work closely with other departments (such as claims, underwriting, and marketing) to ensure a seamless customer experience and efficiently address client inquiries.
- **Feedback and Insights:** Gather and relay customer feedback and insights to management to influence product development and service improvements.
- **Training New Team Members:** Assist in onboarding and training new staff as needed, fostering a culture of knowledge sharing and continuous development.
**Requirements:**
- **Experience:** Minimum of 3 years of experience in customer service or client support, preferably within the insurance or financial services industries.
- **Technical Skills:** Proficient in using customer support software, CRM systems, and Microsoft Office Suite. Familiarity with virtual communication tools is essential.
- **Personality Traits:**
- Energetic and confident with the ability to engage clients positively and professionally.
- **Soft Skills:**
- Strong decision-making skills to resolve issues efficiently and effectively.
- High emotional intelligence, enabling you to connect with clients and understand their emotional and practical needs.
- **Education:** A bachelor's degree in a relevant field is preferable but not required based on experience.
- **Availability:** Must be flexible with work hours to accommodate client needs across various time zones.
**Benefits:**
- **Free Food:** Enjoy complimentary snacks and meals during work hours to keep you energized.
- **Paid Overtime:** Receive payment for any overtime hours worked to encourage work-life balance.
- **Travel Opportunities:** Occasionally attend company events and conferences, offering networking opportunities and professional development.
**Working Environment:**
At American Family Insurance Group, we encourage a culture of ongoing learning and development, valuing personal and professional growth. Our remote work environment fosters collaboration and connectivity while allowing for a balanced approach to work and life.
**Application Deadline:**
Please submit your application by **October 13, 2024**.
**Equal Opportunity Statement:**
American Family Insurance Group 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.
If you're a confident and energetic individual ready to make an impact in client support, we encourage you to apply and join our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
