As a Customer Service Representative (CSR), you will be directly supervised by the Customer Service Manager (CSM) and will play a crucial role in supporting the delivery of our products and services in alignment with established policies and procedures.
Your primary goal is to ensure customer satisfaction by maintaining high quality standards and meeting customer expectations in a timely manner.
You may be required to offer some general administration support to local team members and adopt varying duties if the CSM is absent for any period.
Key Responsibilities:
- Customer Interaction:
- Serve as the primary point of contact for customers, providing information and assistance regarding products, services, orders, repairs, and warranty claims.
- Address customer inquiries and concerns with professionalism and empathy, resolving issues efficiently and effectively.
- Order Administration:
- Manage customer orders from inception to completion, including new sales, repairs, and warranty services.
- Ensure accurate and timely processing of orders, including data entry and order tracking.
- Coordination and Communication:
- Collaborate with internal departments, such as technical support and engineering teams, to address customer needs and facilitate seamless service delivery.
- Act as a liaison between customers and the organization, ensuring clear and consistent communication.
- Product and Customer Knowledge:
- Develop and maintain a foundational understanding of the company's products and services, to effectively direct customer enquiries.
- Utilize this knowledge to effectively assist customers and provide relevant solutions.
- Quality and Compliance:
- Adhere to company policies and procedures to ensure that service delivery meets established quality standards.
- Contribute to maintaining and improving service quality through feedback and adherence to best practices.
Qualifications:
- Experience:
- Office administration
- Data entry
- Limited experience in a customer service or related roll
- A willingness to learn and develop expertise in products and services.
- Skills:
- Ability to work collaboratively with team members and other departments
- Ability to prioritize tasks
- Strong communication skills, both verbal and written.
- Problem-solving abilities
- Capacity to handle customer inquiries and issues effectively.
- Knowledge:
- Office systems eg Debtors, Filing, Customer database etc.
- Familiarity with customer service principles and practices.
- Basic understanding of product and service offerings, with an eagerness to expand knowledge.
- Education:
- Administration - industry experience
- Relevant certifications or coursework in customer service or related fields is a plus.
Working Conditions:
- This position may require occasional overtime based on customer needs and business demands.
- Standard office environment with typical office equipment and technology.
Woodward is an equal opportunity employer and welcomes applicants from all backgrounds to apply. We are committed to creating a diverse and inclusive workplace where every team member can thrive.