Product & Service Consultant

2 weeks ago

Minto, Australia CSR Full time

Customer Service Consultant - (Inbound Customer Service)

**About Us**:
CSR Limited is a leading Australian Manufacturing business with a rich history and an exciting future. We are recognised for our innovative approach to developing sustainable and high performing building products and systems for the residential and commercial segments across Australia and New Zealand.
Our purpose is ‘Building solutions for a better future'. We have a forward momentum and we're on our way to bigger, better and aspirational outcomes for our employees, customers and communities in which we operate.

The Opportunity
An exciting new opportunity awaits you at our Minto, NSW office We are currently seeking a skilled Customer Service Consultant to join our team in a full-time permanent capacity.
As the primary point of contact and representative for the CSR brand, you will handle calls and web inquiries from non-account callers across all brands promptly and effectively. Your role is crucial in delivering exceptional customer service and extensive product knowledge to non-account customers, offering personalised advice and installation guidance tailored to their specific requirements.

**Key Responsibilities**:

- Meet Grade of Service and Business SLA's: As a key member of our customer service team, you will play a crucial role in ensuring that our Grade of Service and Business Service Level Agreements are consistently met and exceeded
- Follow Call Monitoring Guidelines: You will follow the call monitoring guidelines provided during regular check-ins and coaching sessions to enhance your skills and deliver even better customer interactions
- Nurture Customer Relationships: Building strong and valuable relationships with our customers is paramount. Your friendly and empathetic approach will create a positive impression and foster loyalty with our brand
- Efficiently Manage Customer Interactions: Record all customer interactions in our CRM system, ensuring that queries and concerns are addressed promptly and accurately
- Commitment to Follow-up: Honour your commitments to customers by proactively following up on their inquiries, ensuring their concerns are resolved to their satisfaction
- Stay Informed About Products: Continuously stay updated on our product offerings through your own research, product literature, and website utilisation, enabling you to be a product expert
- Collaborate and Innovate: Work closely with your team and Team Leader, challenging the status quo and fostering a growth mindset where innovative ideas are welcomed and encouraged

**About you**:

- Eager to learn
- Familiarity with the building process is advantageous
- Prior experience in customer service, preferably in construction or trade
- Proficient in both inbound and outbound call handling
- Ability to multitask - talk and type simultaneously
- Excellent communication and interpersonal skills; maintains composure under pressure with a positive attitude
- Quick learner
- Meticulous attention to detail

**What we can offer in return**:

- Join a well-established major Australian ASX listed company
- Supportive and collaborative team environment
- Flexible working options, Monday to Friday (8-4 8:30 - 4-30 and 9-5),
- We work from home Mondays and Fridays after initial training period is complete
- Rewarding career with development opportunities within and across our brands

**Culture**:
At CSR, we are committed to creating a supportive and engaging environment that recognises and rewards its people, enabling them to grow their career and truly thrive. We are a diverse and inclusive organisation where differences are valued. We welcome people of all backgrounds, experiences, and abilities.

**How to Apply**:
Please note CSR have a strong commitment to safety, a pre-employment medical and background checks (including a drug and alcohol screen as well as a police check) will need to be completed before a formal offer can be made.

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