Customer Service Representative Job Description:
About the Role
We are seeking an experienced Customer Service and Warranty Coordinator to join our team as a Customer Experience Specialist. This is a permanent full-time position located in Derrimut.
Your Key Responsibilities
* Handle a high volume of inbound customer calls and be prepared to make outbound calls when required.
* Provide support to customers in resolving product warranty issues in a timely and professional manner.
* Seek additional technical assistance from our onsite Quality Assurance team.
* Address and plan any customer dissatisfaction related to product or service.
* Manage and diagnose customer warranty requests.
* Resolve product or service problems by clarifying customer needs, troubleshooting, and selecting the best solution.
* Provide outstanding customer service and product advice.
* Ensure that customer records on our system are kept up-to-date.
* Manage day-to-day requirements, including processing work orders and invoices, and arranging suspected product returns.
* Review and update procedures to ensure they are understood and followed.
* Ensure that claims are managed effectively and report on issues, statistics, and procedures.
* Take responsibility for safety and wellbeing.
About You
We're looking for someone with 3+ years of experience in Customer Service, specifically in Warranty and After Sales. You should have confidence in conflict resolution and problem-solving, a passion for customer service, and strong technical aptitude and computer skills (preferably with Microsoft).
You'll enjoy communicating effectively with internal and external customers, and working in a team environment. If you come from the plumbing industry, that's great, but we also provide a great onboarding program and full training to set you up for success.
About Us
We're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a positive impact, ensuring that our consumers not only enjoy our products but also contribute to saving millions of litres of water each year.
We celebrate the unique perspectives and talents that everyone brings, and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars - We are One Team, We are Customer Focused, and We Care for Each Other - are more than just words; they're our way of life.
What You Can Expect
You'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. We value passion, potential, and a willingness to learn.
Benefits
We offer a range of benefits, including:
* Hybrid working option.
* Free onsite parking.
* Competitive remuneration.
* An immersive onboarding program to set you up for success.
* Opportunities to learn and grow through our Learning & Development programs.
* 'Great Rewards' program - exclusive access to discounts and cashback rewards at your favourite stores.
* 'Bathrooms & More' program - great discounts on a wide range of our products.
* Volunteer and Community Service Leave.
* Health & Wellbeing Services with 24/7 in-app access to medical advice, safety support and mental healthcare for you and your immediate family members.
* Annual flu vaccinations.
* Medibank Health Insurance - discounts on corporate cover.