**Job Title:** Remote Customer Service Officer
**Company:** Ameriprise Financial
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Job Description:**
Ameriprise Financial is seeking a dedicated and hardworking Remote Customer Service Officer to join our team in Canberra, Australian Capital Territory. This part-time position is ideal for an individual with a strong customer service background who possesses the drive to provide exceptional support to our clients. As a Remote Customer Service Officer, you will play a crucial role in enhancing the overall customer experience, addressing inquiries, and resolving issues with empathy and understanding.
**Key Responsibilities:**
- **Customer Interaction:**
- Serve as the primary point of contact for customer inquiries via phone, email, and live chat, ensuring prompt and friendly service.
- Actively listen to clients' needs and concerns, demonstrating empathy and thorough understanding of their situations.
- **Issue Resolution:**
- Analyze and troubleshoot customer issues promptly, ensuring effective resolution while educating customers on the best practices for using Ameriprise Financial services.
- Collaborate with other team members and departments to relay customer feedback and suggest improvements to products and services.
- **Database Management:**
- Maintain accurate records of customer interactions and transactions, documenting details of inquiries, complaints, and comments.
- Utilize CRM software effectively to track customer issues and ensure seamless follow-up.
- **Time Management:**
- Manage multiple customer interactions simultaneously, while prioritizing tasks effectively to meet service level agreements (SLAs).
- Create a structured time management plan to balance work responsibilities and maximize productivity.
- **Decision-Making:**
- Make informed decisions regarding customer account issues, ensuring compliance with company policies and practices.
- Proactively identify potential problems and offer solutions to enhance customer satisfaction.
- **Continuous Improvement:**
- Pursue personal and professional development through ongoing training and feedback to improve service delivery.
- Contribute to team meetings with insights and data regarding customer experiences and potential enhancements.
- **Reporting:**
- Prepare and submit regular reports on customer service metrics, including response times, resolution rates, and customer feedback.
- Identify trends in customer inquiries and assist in the development of solutions to reduce repeat issues.
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**Requirements:**
- **Education:**
- A minimum of a high school diploma; a degree in Business, Communications, or a related field is advantageous.
- **Experience:**
- At least 4 years of experience in a customer service role, preferably within the financial services industry.
- **Technical Skills:**
- Proficiency in CRM software and Microsoft Office Suite.
- Comfort with various communication technologies and online support platforms.
- **Personality Traits:**
- Dedicated: A commitment to serving clients and a willingness to go above and beyond to achieve customer satisfaction.
- Hardworking: Strong work ethic with the ability to manage time efficiently and meet deadlines.
- **Soft Skills:**
- Excellent time management skills with the ability to juggle multiple inquiries efficiently.
- Strong decision-making skills to navigate customer issues and propose effective solutions.
- **Interpersonal Skills:**
- Exceptional communication skills, both written and verbal, with an emphasis on clarity and conciseness.
- A deep sense of empathy and understanding to foster positive relationships with customers.
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**Benefits:**
- Dental insurance
- Coverage for travel and spending expenses
- Free accommodation for relevant work-related travel
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**Working Environment:**
At Ameriprise Financial, we prioritize understanding and empathy in all service interactions. Our team works collaboratively in a supportive environment that values each member's contributions, ensuring that our customers feel respected and valued.
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**Application Deadline:** ********
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**Equal Opportunity Statement:**
Ameriprise Financial 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.
