**Job Title**: Online Customer Support Officer
**Company**: WestRock
**Location**: Washington, D.C., US
**Job Type**: Full-Time
**Seniority Level**: Associate
**Years of Experience**: 3
**About WestRock**:
At WestRock, we pride ourselves on providing innovative packaging solutions and exceptional service to our customers. We foster a collaborative work environment and are committed to nurturing a culture of integrity, respect, and teamwork.
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**Job Summary**:
As an Online Customer Support Officer at WestRock, you will play a pivotal role in delivering high-quality support to our customers through various online platforms. You will be responsible for managing customer inquiries, resolving issues, and ensuring an outstanding customer experience. Your reliability and resourcefulness will be crucial as you navigate complex situations to provide tailored solutions.
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**Key Responsibilities**:
1. **Customer Interaction**:
- Respond promptly to customer inquiries via email, chat, and social media platforms.
- Manage incoming requests, troubleshoot issues, and provide detailed product information and support.
2. **Issue Resolution**:
- Identify, evaluate, and resolve customer issues through engaging discussions and effective problem-solving techniques.
- Collaborate closely with other departments to ensure thorough and timely resolutions for customer concerns.
3. **Customer Journey Management**:
- Monitor customer satisfaction levels and feedback to guide improvements in service delivery.
- Maintain accurate records of customer interactions in the company database.
4. **Project Management**:
- Manage multiple customer support projects simultaneously, prioritizing tasks effectively to meet deadlines.
- Develop and implement initiatives aimed at improving customer service efficiency and overall experience.
5. **Training and Development**:
- Participate in training workshops and team meetings to enhance product knowledge and customer service skills.
- Assist in onboarding new team members by sharing best practices and resources.
6. **Persuasion and Engagement**:
- Utilize persuasive communication skills to guide customers towards suitable products and solutions.
- Engage actively with customers to build rapport and trust while representing the WestRock brand positively.
7. **Reporting and Analysis**:
- Prepare weekly reports summarizing customer support interactions, trends, and insights.
- Analyze feedback and recommend enhancements to customer support processes and practices.
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**Requirements**:
- **Education**: Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Experience**: Minimum of 3 years of experience in a customer service or support role, ideally in an online environment.
- **Technical Skills**: Proficiency in CRM software, customer support platforms, and Microsoft Office Suite.
- **Personality Traits**:
- Reliable: Commit to delivering consistent and timely support while managing multiple priorities.
- Resourceful: Ability to think critically and creatively to find solutions for diverse customer needs.
- **Soft Skills**:
- Strong project management capabilities, with a keen eye for detail and organizational skills.
- Excellent persuasion and communication skills to effectively engage customers and drive positive outcomes.
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**Benefits**:
- **Disability Insurance**: Comprehensive coverage to protect your income in case of incapacity.
- **Paid Overtime**: Eligibility for paid overtime to reward your dedication and hard work.
- **Life Insurance**: Coverage to provide security for you and your beneficiaries.
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**Working Environment**:
At WestRock, we foster transparency and open dialogue for effective communication at all levels. We believe that every employee should feel valued and empowered to share their ideas and concerns.
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**Application Deadline**:
Please submit your application by **October 4, 2024**.
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**Equal Opportunity Statement**:
WestRock 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.
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If you are passionate about delivering exceptional customer experiences and have the skills and drive to excel in this role, we encourage you to apply and join our team at WestRock!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
