Customer Service Coordinator

1 month ago

Knoxfield, Australia Wall Street Full time

Office located in Knoxfield. Competitive salary and growth opportunities
- Impactful role in a company dedicated to improving sleep quality.
- Dynamic and supportive work environment and team

**About Us**:
At Futuresleep, we are not just about beds; we are about providing the best sleep possible.

Our commitment to excellence starts with an exclusive global component supply network, ensuring only the best in class.

With a founder-led team possessing an intimate understanding of quality manufacturing, we have the unique ability to turn innovative ideas into reality.

We are the trendsetters in the sleep industry, offering our customers exclusivity and bespoke products that set us apart.

**Why Join Us**:

- **Innovate and Revolutionise**: Be part of a team that leads the way in sleep comfort innovation.
- **Originate and Inspire**: Work with a company that sets industry trends, where others follow.
- **Create Exclusivity**: Help provide exclusive, tailor-made solutions to our customers.
- **Craft Bespoke Products**: Be involved in the design and sale of customised, high-quality products.

**About the Role**:
The role is responsible for coordinating the customer support activities with the Customer Care and Operations team acting as an interface to our customers including the retail stores.

Key Responsibilities:

- Provide exceptional customer service to ensure high levels of satisfaction and retention. Address customer inquiries, concerns, and complaints promptly and professionally, striving for quick and satisfactory resolutions.
- Follow company policies and procedures to maintain consistency and quality in customer interactions. Additionally, handle escalated customer issues and complaints, ensuring timely resolution and escalation to higher management if necessary.
- Collaborate with other departments, such as accounts, and operations, to ensure seamless service delivery and alignment of customer needs with company objectives.
- Effectively negotiate with customers to achieve mutually beneficial outcomes for both customer and the organisation.
- Demonstrate a commitment to elevating customer service standards and identifying opportunities for improvement.
- Advocate for prioritising customer satisfaction as a core organisational value, regardless of nature of the request.
- Ensure Customer Care activities like scheduling, booking and inspection reports are completed in accordance with the SLAs.
- Analyse data, produce reports and streamline documentation process.
- Management of customer order entry and invoicing in Futuresleep systems and coordinating with Operations team for delivery.
- Answer detailed product related questions including product availability, delivery and coordinating on complaints.
- Management of customer returns and credit process.
- Prepare and distribute DIFOT reports for Victoria and coordinate all sites.
- Other administration and adhoc duties or projects required from time to time and support Customer Care Manager.

**About You**:

- **Customer Service Experience**: Prior experience in customer service roles, with a strong emphasis on providing exceptional support and satisfaction to clients.
- **Organizational Skills**: Exhibit strong organizational abilities with a keen attention to detail, accuracy, and the capacity to thrive in a fast-paced environment while multitasking effectively.
- **Communication Skills**: Possess excellent verbal and written communication skills, capable of articulating ideas, information, and solutions clearly and concisely. Foster transparent communication across all organizational levels to promote collaboration and goal alignment.
- **Customer-Centric Focus**: Demonstrate a commitment to elevating customer service levels by consistently striving for improvement and associating all operational tasks with the customer in mind. Build and maintain strong relationships with customers and colleagues to foster a positive and collaborative work environment.

**APPLY NOW** by submitting your resume and a cover letter detailing your relevant experience and alignment with our values.

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