* Join our Customer Experience team as a Customer Service Agent
* Previous experience in claims or warranty in a multi-site organisation is preferred
* Hybrid role (in office 3 days) and capacity to manage 50 inbound calls per day
About us:
Schneider Electric is aglobal specialist in energy management and automation.We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency.
About the opportunity:
Support our Customers and Sales team across our Pacific Zone (ANZ) with order enquiries, pre-sale and post-sale queries, stock levels, credit information, logistics and basic product information with the objective of continuous improvement and maximizing customer's satisfaction.
Reporting to the Customer Support Manager, a Customer Service Agent plays a key role in improving the customer experience and satisfaction for customer support interactions with Schneider Electric across all customer personas and types of enquiry, together with contributing towards revenue generation leveraging the inbound and outbound interactions with customers.
Key responsibilities:
* Detect all opportunities to serve the customer while addressing customer support requests and perform outbound sales activities
* Provide the primary level of support for customers with the aim of driving first contact resolution
* Take ownership of customer issues and work with other teams including technical support, supply chain and accounts ensuring effective and efficient resolution without compromising on quality over speed
* Reduce simple cases by promoting digital self-service tools.
* Enable the salesforce to maximize their time in field by supporting with varied and complex customer enquiries and complaints
This is a hybrid role and will require attendance at our Gepps Cross SA site a minimum of 3 days per week. The Customer Experience team cover shifts 7am-6:30pm Monday to Friday across ANZ, overtime additional.
About you:
You will have 2-4 years of experience in a contact centre environment with a background in claims, warranty or a wholesale product environment preferred.
You will be able to show empathy and resilience in a phone call and have the capacity to manage inbound calls from ANZ customers ideally with a wholesale industrial, system integration and end user focus.
Key skills and experience:
* Level 2 Administration Certification and MS Office 365 literacy is essential
* Advanced communication skills, ability to build rapport easily
* Ability to log up to 50 inbound calls/chats of varying escalation levels per day
* Previous exposure to/usage of genesis, Salesforce or SAP highly regarded
* Experience in tailored customer support including outbound calls
* Aptitude to learn new tools and processes with agility and adapt to change
* Team player mindset, lead, and influence by example
All applicants must have working rights in Australia at the time of application and will be required to provide documented evidence if selected for Interview.
Schneider Electric does not accept unsolicited resumes/candidate profiles from external agencies or suppliers via any method. If any candidates are submitted in an unsolicited manner, we will consider this as a direct candidate application to Schneider Electric and no fee will be payable.
Benefits of working for Schneider Electric
The list is long but importantly we offer a competitive salary package, access to our employee share plan and salary continuance insurance. Additionally, we offer all our employees a chance to build your career within our global organization. With our game changing 'Open Talent Market' you have the opportunity to; work on global projects, explore future roles or establish a mentorship to grow your skills. The opportunities are at your fingertips.
* Flexibility at Work and Global Family Leave
* Option to participate in our Share Program, with discounts and company contribution for employees
* Potential opportunity to purchased further annual leave
* Discounts at major vendors such as Clipsal, JB-HiFi and Hoyts just to name a few through our employee rewards schemes
* Continuous training on Schneider products
* Exposure to a market leader in sustainability and automation
* Global support at your fingertips
* Working in a well-balanced team and inclusive environment
We're a great place to work but we are continually striving to be the best place to work, join us and see how
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today
€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
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