The position:
Our client is an innovative global organisation with a passionate and driven team contributing to their growing market share and reputation for quality. This position is based in their National Customer Experience Centre located near Adelaide Airport.
You will be working in a small team, receiving inbound calls which are varied and range from booking enquiries and change of ownership requests through to warranty, claims and complaints follow-up. Success in these roles is measured by quality outcomes and customer satisfaction results.
Duties and responsibilities:
1. Representing the company in a professional manner
2. Handling varied inbound calls, utilising training provided and knowledge management system to provide accurate and timely information to customers
3. Assisting with web and email enquiries
4. Using initiative to determine appropriate information sources and escalate issues where required
5. Displaying a customer-centric approach in all interactions
6. Adhering to rostered schedules and meeting punctuality and attendance expectations
7. Updating the company's database as per training and induction requirements
Application Requirements:
- Previous contact centre experience highly regarded
- Strong customer service skills with a passion for providing excellent customer experiences
- Ability to engage with customers facing difficult circumstances
- Strong problem-solving skills
- Exceptional communication and interpersonal skills
- Calm and empathetic disposition
- Ability to follow procedures and policies
- Sound computer skills and keyboard literacy, with the ability to toggle between multiple databases
- Comfortable working in a KPI-driven environment
- Focus on quality and adherence to standards
To submit your application with an updated copy of your resume in MS Word format, click 'Apply Now' or contact Sophie Haines at 08 8400 4400 for more information.
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