Customer Support Representative

The Customer Support Representative provides exceptionally high standard of customer service by assisting with booking and service calls 05th June, 2025 Billi is a leading provider of superior instant filtered boiling, chilled and sparkling water systems in Australia.
We are fully committed to ensuring that our customers receive the best possible quality of products and services.The Customer Support Representative provides exceptionally high standard of customer service by assisting with the day-to-day booking and co-ordinating of service calls to ensure timely attendance.
They provide technical support to accomplish first call customer resolution.
This role aims to provide key accounts with a customized, fast and efficient service in regard to proactive maintenance to all Billi products on site.Key ResponsibilitiesConduct day to day booking & co-ordinating of service calls to ensure timely attendance at all times.Confer with customers throughout the work order process to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of additional costs, such as parts, labour, replacement units, and to procure information and materials needed by Service Agents or Service Technician to complete work orderManage the Net Suite & Salesforce to ensure all data is up to date and accurate.Proactively liaise with Service Agents to ensure Customer jobs are completed on time and to required standardsProvide first level technical support over the phoneInterview customers to acquire information and explain available servicesHandle and resolve customer complaints, or special requests via phone, email & Webchat in a professional mannerRefer complaints of service or product failure or errors to appropriate personnel for investigationCommunicate solutions, successes, and opportunities to the Customer Support ManagerAssist clients with service enquiriesCoordinate customer's requirements with other appropriate departments as necessary to ensure effective customer serviceRe-attends and installation from sales ordersProcess credit card payments 05th June, 2025 Billi is a leading provider of superior instant filtered boiling, chilled and sparkling water systems in Australia.
We are fully committed to ensuring that our customers receive the best possible quality of products and services.The Customer Support Representative provides exceptionally high standard of customer service by assisting with the day-to-day booking and co-ordinating of service calls to ensure timely attendance.
They provide technical support to accomplish first call customer resolution.
This role aims to provide key accounts with a customized, fast and efficient service in regard to proactive maintenance to all Billi products on site.Key ResponsibilitiesConduct day to day booking & co-ordinating of service calls to ensure timely attendance at all times.Confer with customers throughout the work order process to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of additional costs, such as parts, labour, replacement units, and to procure information and materials needed by Service Agents or Service Technician to complete work orderManage the Net Suite & Salesforce to ensure all data is up to date and accurate.Proactively liaise with Service Agents to ensure Customer jobs are completed on time and to required standardsProvide first level technical support over the phoneInterview customers to acquire information and explain available servicesHandle and resolve customer complaints, or special requests via phone, email & Webchat in a professional mannerRefer complaints of service or product failure or errors to appropriate personnel for investigationCommunicate solutions, successes, and opportunities to the Customer Support ManagerAssist clients with service enquiriesCoordinate customer's requirements with other appropriate departments as necessary to ensure effective customer serviceRe-attends and installation from sales ordersProcess credit card paymentsSkills and ExperienceYear 12 VCEProfessional and friendly phone mannerProven customer service skills & experienceProven conflict resolution skillsApply For Job

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