Contact Centre Consultant

4 weeks ago

Sydney, Australia Are Media Full time

**Job no**: 499886

**Work type**: permanent full time

**Location**: Sydney

**Categories**: Operations

**Who Are We?**

Are Direct is the largest independent distributor and wholesaler of printed media in Australia and New Zealand, on behalf of local and international magazine publishers, Are Direct, expertly manages the distribution and promotion of millions of magazines into over 3,000 retailers throughout New Zealand.

Are Direct is a core business within Are Media. Are Media is Australia’s leading omnichannel content company for women. Our brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, marie claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE.

Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people.

**Why Are Media?**

Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:

- A day of leave for your birthday,
- 4 days of volunteering leave each year,
- An inclusive parental leave program that supports all parents, families & carers,
- FREE digital access to all our titles, and
- Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).

**About the role**

The Contact Centre Consultant role aims to deliver frontline customer services to meet and exceed customer support expectations. It will interact with internal and external customers from across Australia and will be responsible for receiving inbound calls and performing outbound calls to existing customers. It will manage the interaction with customers efficiently and effectively with regard to both excellence in productivity and service quality. The role is strictly KPI and SLA focused, but it will also require contacting an existing database of customers as well as new customers.

**Duties**
- Act within position delegations and authorities to resolve problems and provide follow-up, fulfilment, resolution and feedback to customers’ issues
- Communicate service issues with Contact Centre Supervisor
- Contribute to the integrity, success and superior quality standards for our customers across all aspects of the business
- Provide information and feedback on customer trends and business processes to assist the Contact Centre Supervisor to evaluate and improve services and procedures.
- Provide information as required on call volumes and requested information for daily, weekly & monthly call centre reporting.

**Skills and experience**
- Customer Service experience with direct contact with customers.
- Organisational skills and ability to effectively manage time
- Experience in use of computerised databases and reporting tools
- Proficiency in MS Office products

**Please and send your CV via the link.**

**Advertised**: 30 Apr 2024 AUS Eastern Standard Time
**Applications close**: 17 May 2024 AUS Eastern Standard Time

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