Customer Care Consultant
Arden Homes, a trusted residential builder, invites you to provide exceptional customer care throughout the new home build journey.
The role offers a 5 days on, 2 days off (coverage includes 1 weekend day a month) schedule based in Thornton location.
About Arden Homes:
We are a diverse and expanding organisation with over 1,300 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia's leading home building group. Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Brighton Homes and Supaloc Steel Frames.
Benefits of Working at Arden Homes:
* Discount on building a new home through our building brands (after qualifying period)
* 12 weeks paid parental leave
* Discounted health insurance through nib
* Discounts on whitegoods
* Fitness Passport
* Employee assistance program
* Flu vaccinations
* Professional development and educational assistance
* Attractive remuneration
* And many more benefits
About the Opportunity:
This Customer Care Consultant position reports to the Customer Central Team Leader and is part of the NEX Group Customer Central team based at our Oak Flats office. Your focus will be to triage customer enquiries, qualifying and nurturing sales enquiries across multiple communication channels (phone, email, CRM, live chat) and throughout all stages of the customer journey.
Your Responsibilities:
* Manage phone calls from customers at various stages of their new home build journey and assist with query resolution or transition to the appropriate team.
* Engage with new customers to understand their needs, collect customer data and create a warm transfer to our sales teams.
* Work with internal stakeholders to understand and facilitate resolution of customers' concerns or queries.
* Ensure customers are kept up to date and informed of the status of their concerns or queries on a regular basis and communicate outcomes to them in a manner that enhances the relationship.
* Capture all relevant communication, progress updates and notes in the CRM to enable transparency and reporting.
* Identify issue trends and alert key stakeholders to allow pre-emptive resolution.
* Establish strong relationships with key stakeholders at all levels to enable collaborative improvements to the customer experience and issue resolution process.
About You:
You will share our passion for building beautiful homes for Australians and demonstrate:
* Experience in customer service or customer relationship roles.
* A positive, proactive and collaborative attitude.
* Genuine curiosity and focus on improving the customer experience with strong issue resolution skills.
* Problem-solving skills and ability to identify trends, patterns and possible solutions to customer issues.
* Exceptional written and verbal communication skills.
* Intermediate to advanced Microsoft Office Skills, CRM experience and experience fielding live chat enquiries is desirable.