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