Customer Solutions Officer

8 months ago

Eight Mile Plains, Australia OnTalent Full time

Customer Service, Call Centre
- Manage, prioritise tasks
- Customer escalation, problem solving

**About the business**:
Successful, iconic Australian-owned company is seeking an experienced Customer Solutions Officer for their retail and convenience business. The companies offering transitions across convenience, QSR, and Fuel.

**About the role**:
Provide customer service to customers who call up and provide solutions to problems with accounts, cards, or general inquiries.

Contribute to an excellent Customer Experience for all customers by providing a high level of customer service both proactively and reactively.

**Role Expectations and Outcomes**:

- Encourage the use of clients in house service and offer support where needed (online portal).
- Make personal contact to clients in regard to their accounts e.g. Calls that come through that need account holders attention.
- Problem solve for customers. This might be where the customer calls for something e.g. a payment, query, cancel card, etc.
- Proactively Account Manage. This is where we initiate the call or action such as the new accounts, or ring for feedback.
- Routine tasks essential for operations order gift cards, invoice gift cards, check card orders, send out card orders, send APPS to Naz, follow up APPS, etc.

**Skills and experience should cover**:

- Challenged daily to use skills of analysis and systems interrogation to provide responses in a timely manner for clients and coworkers.
- Attention to detail and the ability to organise/priorities tasks.
- Have the ability to use programs such as Excel and Word and learn in house systems efficiently.
- Working well within a team and using decision making and play to strengths when working alone.
- Having skills and expertise to seek out answers from peers when needed to enable responses to be made in a timely manner.
- The ability to remain calm in an often fast-paced and sometimes stressful environment (demanding clients, high call volume) dealing with them in a professional, polite, and consistent manner.

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