We are looking for experienced Customer Service Representatives to work in a dynamic role, with opportunities for growth and development within a high-performing organization.
Job Title: Consumer Care Representative
Location: Prestons, NSW
Employment Type: Full-time, Fixed-Term Contract anticipated until January 2026 (with strong possibility of permanent conversion)
Salary: $66k per annum + super
Key Accountabilities and Components
Accountabilities:
* Provide service support to consumers, service centres, and internal staff.
* Handle spare parts orders, warranty replacements, and inquiries related to Ecom orders.
* Answer and manage all incoming calls to the 1800/0508 telephone queue lines with accountability through to resolution.
* Ensure professional phone and written communication at all times.
* Respond to website inquiries within 24 hours across all product brands.
* Log and manage complaints and inquiries in the CRM database, escalating as necessary to a manager or technical support.
* Maintain a clean and tidy work station and surrounding area.
* Ensure timely call handling, with calls answered within three rings and a daily call abandonment rate not exceeding 4%.
* Assist with low to medium level technical troubleshooting for retailers, internal staff, and consumers.
Attention to Detail & Accuracy of Work:
* Adhere to processes and procedures, ensuring all work is accurate and verifiable.
* Provide timely and appropriate processing for external customers and the Customer Operations team.
* Exercise judgment in managing out-of-stock situations and be aware of time constraints in other business areas.
Communication:
* Maintain open communication with all stakeholders, including transport companies, warehouses, logistics, service agents, and other internal departments.
* Regularly update your manager on any work challenges or potential issues.
* Use appropriate internal communication channels, such as email, to manage workload effectively.
Attendance & Timeliness:
* Commit to punctuality and give adequate notice (minimum of 2 hours) for absences.
* Adhere to work timelines and deadlines, ensuring awareness of critical daily tasks and KPI targets.
Key Position Requirements & Personal Attributes:
* Experience in a call centre or customer service role, handling approximately 50+ calls and responding to 80+ emails daily.
* Basic to intermediate proficiency in Microsoft Office, particularly Excel.
* Ability to multitask and prioritize workload in a fast-paced, deadline-driven environment.
* Strong attention to detail, with high-level data entry skills.
* Positive attitude, showing initiative and problem-solving abilities.
* Strong communication skills, able to empathize and manage conversations at all levels.
* Ability to work autonomously while being a team player.
Interested? Make sure to apply today!
This pay rate is inclusive of mandatory 25% casual loading
Reference number: BBBH241149
Profession:SalesCustomer Service
Company: Hudson Australia
Date posted: 14th Nov, 2024