Customer Service Representative

4 weeks ago

Eastern Creek, Australia Rhino-Rack Australia & MAXTRAX Australia Full time

**Introduction**:
We are looking for a talented and motivated individual to join our team at Rhino-Rack, a leading manufacturer of roof racks, bike carriers, and vehicle accessories. Our company is built on a foundation of core values, including customer centricity, innovation, development and growth, quality, safety, and collaboration. As part of our team, you will have the opportunity to work in a dynamic, fast-paced environment where your skills and ideas will be valued and appreciated.

About Us

In our 31st year, Rhino-Rack products have earned a reputation for their durability, quality, and innovative design. They are trusted and used by a wide range of people for both work and play, including 4WD adventure enthusiasts, weekend warriors, family road trippers, tradespeople, and anyone who needs extra space for their gear and equipment. Whether you're heading off on a camping trip, carrying tools to a job site, or transporting your bike to the trails, Rhino-Rack products can provide a secure and convenient solution. The company's products are designed to be versatile and customisable, allowing you to configure them to meet your specific needs. With a commitment to excellence and customer satisfaction, Rhino-Rack is a trusted brand that offers reliable products for anyone seeking to make the most of their adventures, no matter what they may be.

**Description**:
**Position Overview**:
As a Customer Service Representative at Rhino-Rack, you will play a crucial role in delivering exceptional support to our valued customers. You will be the first point of contact for inquiries, providing assistance, information, and resolutions to ensure a positive customer experience. This role offers an opportunity to be part of a collaborative team, contribute to ongoing improvements, and interact directly with our customers.

**Responsibilities**:

- Provide accurate information about Rhino-Rack products, services, pricing, and availability.
- Assist customers with product selection, order placement, tracking, and returns.
- Troubleshoot and resolve customer issues, aiming for first-contact resolution whenever possible.
- Escalate complex or unresolved matters to appropriate teams while maintaining ownership of the customer relationship.
- Maintain a high level of product knowledge and stay updated on industry trends and changes.
- Collaborate with internal teams to improve customer experience processes and resources.
- Meet or exceed individual and team performance targets for customer satisfaction and response times.

**Skills and Experiences**:
**Qualifications**:

- Proven experience in a customer service role, preferably in a retail or Product centric environment.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and conflict resolution abilities.
- Empathetic and patient demeanor when dealing with customer concerns.
- Familiarity with automotive accessories and outdoor lifestyle products is advantageous.
- Proficiency in using customer service software, CRMs, and other relevant tools.
- Ability to work collaboratively in a team environment.
- Flexibility to adapt to changing processes and priorities.

**Benefits**:

- Competitive salary
- Opportunity for career growth within a dynamic and expanding company.
- Employee discounts on Rhino-Rack products.
- Positive and inclusive work culture that values teamwork and innovation.

**Application Process**:
Join Rhino-Rack in our commitment to delivering top-notch customer service and enhancing outdoor adventures for our customers around the world. Your dedication and passion will make a difference every day.

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