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Customer Service Representative

4 months ago

Sydney, Australia Rheem Full time

As a leading global manufacturer and an iconic Australian brand, Rheem is committed to delivering technical product excellence and industry best practice standards. It's an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. Rheem depends on people to power our innovations and help shape the future of products that impact people's lives every day.

**Why work for Rheem?**
- True workplace flexibility - Rheem offers a leading model in hybrid working
- Great salary packaging options and discounts on Rheem products
- Free onsite parking at all locations and access to our onsite canteen
- Ongoing training, support, supervision, and career advancement opportunities
- Access to our Employee Assistance Program and Safety and Wellbeing initiatives.

**About the role**
The Customer Service Representative is responsible for providing administrational support to the National Customer Service operation for back office processes for external and internal customers. Your duties would include:

- Co-ordinating requirements to resolve customer escalations presented via the Customer Relations function.
- Interacting with the customer to acknowledge receipt of the escalated enquiry and keeping the customer regularly informed with regards to enquiry status and the anticipated timeframe for the enquiry to be resolved.
- Triaging with the relevant State Service Manager/Supervisor regarding the steps required to resolve the escalated enquiry.
- Processing service warranty claims submitted by third party service agents who support Rheem’s regional customers and metro customers during peak season.
- Processing pricing claims for merchant customers for retuned goods, damaged goods or incorrect pricing.
- Establishing and scheduling Service Maintenance Contracts

**About you**
We are looking for someone who is committed, motivated, energetic, and reliable. You will also have:

- 2 - 3 years administration and customer service experience, ideally with exposure to handling complaints and resolving disputes
- Passionate about providing quality customer care with empathy and understanding
- Ability to work in a team environment working towards a common goal
- Ability to prioritise your workload and meet deadlines in a fast-paced environment.
- Committed to continuous improvement, sound time management and organisational skills

**How to apply**

Our recruitment process is diligent and structured to ensure inclusiveness and enable you to put your best foot forward. As you progress through the process you may be required to undertake an interview (video and face to face), provide transcripts or work samples and pre-employment medicals, psychometric testing and reference checks.