Senior Customer Service Representive

2 days ago

Melbourne, Victoria, Australia at Full time

Your role as a Senior Customer Service Representative supports the delivery of outstanding instrument service and support to our customers. You will be the key point of contact for customers requiring repair of an instrument for a defined business unit (Analytical Instruments, Laboratory Equipment, Environmental & Industrials Processes or Life Science/Genetic Sciences/Clinical). You will collaborate closely with the Field Service Engineers to ensure timely scheduling, completion of jobs and billing, being responsible for the process from beginning to completion. You will ensure service jobs are effectively and efficiently handled by meeting all measures critical in delivering a great customer experience.

The environment is dynamic, fast paced and supportive, with a culture of process improvement, collaboration and success.

What You'll Do:
  • Act as the primary interface between the customer and the Service team. Responsible for answering customer enquiries via telephone & Salesforce. Achieving the metrics on average speed of response and first call resolution.
  • Dispatch Service Orders to engineers, scheduling and confirming bookings.
  • Liaise between customer and engineer keeping both informed of any changes to job bookings.
  • Ensure service levels for customers are achieved, proactively calling out when there is a risk of non-compliance.
  • Daily invoicing to ensure job closure and revenue raising.
  • Investigating and completing credits for disputed invoices.
  • Completes general administrative tasks to support the service team.
  • General equipment packing responsibilities from time to time.
  • Meets and exceeds quality and performance metrics as outlined.
  • Adheres to schedule, including regular, reliable and punctual attendance at work.
Keys to Success:Education

2+ years of Customer Service or Call Centre experience preferred. A Bachelor's degree in science, engineering, technical field or business management is preferred.

Experience

Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs. Ability to work within a team environment with minimal supervision. Demonstrate judgment, tact and subtlety in dealing with internal and external customers. Ability to prioritize and solve problems and to multi-task under time pressure. Take responsibility and act as an owner. Customer focused demeanor and excellent rapport building skills are needed.

Knowledge, Skills, Abilities

Customer Focused – Builds strong customer relationships and delivers customer-centric solutions. Effective communication – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience. Situational adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations. Action Oriented – Taking on new opportunities and challenging tasks with priority, high energy and enthusiasm. Resourcefulness – Securing and deploying resources effectively and efficiently. Balances partners – Anticipates and balances the needs of multiple partners. Collaborates – Establishing relationships and rapport to meet shared objectives.

Additional Insights:

Salary information is not provided in this description. The job is active, with no indication of it being expired or no longer accepting applications.

#J-18808-Ljbffr

  • Customer Service Representive

    1 day ago

    Melbourne, Victoria, Australia City Facilities Management Australia Full time

    OverviewCustomer Service Representive - Helpdesk role at City Facilities Management Australia. This is a 6 Month Fixed Term opportunity to join a fast-paced, professional team supporting our valued customers. Working Monday to Friday between 7:00am and 7:00pm.OpportunityThis is a 6 Month Fixed Term opportunity. Location and exact shift scheduling are as...

  • Customer Service Professional

    3 days ago

    Melbourne, Victoria, Australia beBeeTechnical Full time $60,000 - $80,000

    Job Opportunity:The Customer Support role is a key part of our organization. As the first point of contact for clients, you will be responsible for providing exceptional customer service, troubleshooting, and technical support.We are looking for a friendly, helpful, and enthusiastic individual who is eager to assist clients. You will conduct installation and...

  • Leader in Customer Excellence

    5 days ago

    Melbourne, Victoria, Australia beBeeCustomer Full time $140,000 - $170,000

    Senior Manager Customer Operations Job SummaryAs a Senior Manager Customer Operations, you will be responsible for leading our Financial Services & Benefits division in delivering outstanding customer service. You will have proven expertise in customer operations, process optimization, and technology management.Key Responsibilities:Refine customer support...

  • Senior Customer Service Engineer

    5 days ago

    Melbourne, Victoria, Australia United Imaging Healthcare Full time

    Senior Recruiter-Talent Acquisition SEA & Develop APAC @ United Imaging Healthcare | CIPD Level 7, Master's in HRJob ResponsibilitiesResponsible for installation of UIH diagnostic imaging equipment within a designated product range at the customer site;Work closely with Customer Care Center (regional and headquarter level) to carry out troubleshooting,...

  • Senior Customer Service Engineer

    5 days ago

    Melbourne, Victoria, Australia United Imaging Healthcare Full time

    Senior Recruiter-Talent Acquisition SEA & Develop APAC @ United Imaging Healthcare | CIPD Level 7, Master's in HR Job ResponsibilitiesResponsible for installation of UIH diagnostic imaging equipment within a designated product range at the customer site; Work closely with Customer Care Center (regional and headquarter level) to carry out...

  • Customer Experience Champion

    3 hours ago

    Melbourne, Victoria, Australia beBee Customer Full time $36,000

    Drive ConnectionsAt Optus, we're more than just a telco – we're a team of passionate and supportive people defining the future of service excellence, one extraordinary customer experience at a time.Our strong team embraces a 'yes' mindset, helping Australians enjoy closer friendships, stronger teams, deeper partnerships, and bigger breakthroughs.We foster...

  • Customer Service Officer

    4 weeks ago

    Melbourne, Victoria, Australia Merri-bek City Council Full time

    Multiple roles available (based on 35 hours per week)1 Full Time Permanent Role with fortnightly RDO1 Part Time Permanent Role (0.85 FTE) 30 hours per week over 5 days1 Part Time Permanent Role (0.51 FTE) 18 hours per week over 3 daysMonday to FridaySalary: $77k - $82k + Super (pro-rata for Part-time)Ability to transfer or take LSL (Long Service Leave)...

  • Customer Service Officer

    4 weeks ago

    Melbourne, Victoria, Australia Merri-bek City Council Full time

    Multiple roles available (based on 35 hours per week)1 Full Time Permanent Role with fortnightly RDO1 Part Time Permanent Role (0.85 FTE) 30 hours per week over 5 days1 Part Time Permanent Role (0.51 FTE) 18 hours per week over 3 daysMonday to FridaySalary: $77k - $82k + Super (pro-rata for Part-time)Ability to transfer or take LSL (Long Service Leave)...

  • Senior Family Lawyer

    3 days ago

    Melbourne, Victoria, Australia beBeeFamilyLaw Full time $150,000 - $180,000

    As a respected member of our family law team, you will have the opportunity to work on high-profile cases and collaborate with clients to deliver exceptional service.About Our PracticeWe are a specialist family firm dedicated to delivering quality work in complex family matters.Our practice is known for its relaxed yet professional atmosphere, allowing our...

  • Senior Legal Professional

    1 week ago

    Melbourne, Victoria, Australia beBeeLawyer Full time $101,410 - $105,905

    Job DescriptionWe are seeking a highly skilled Senior Lawyer to join our team and contribute to the delivery of culturally appropriate legal services for Aboriginal and/or Torres Strait Islander communities.The successful candidate will have a strong understanding of child protection and family violence, with experience in establishing strategic partnerships...