Customer Care Representative

3 weeks ago

Mount Waverley, Australia Toshiba (Australia) Pty Ltd Full time

Our company
Committed to people. Committed to the future.

Toshiba is the world's most trusted provider of industry-specific solutions, all of which reflect Toshiba's commitment to the future of the planet. We foster long-term client relationship based on trust, responsiveness and a commitment to proactively deliver the best results.

Of course our success wouldn't be possible without our talented employees who strive to meet the needs of our customers in an increasingly competitive market. We turn on the promise of a new day to have a work life balance, act with integrity and provide a great standard of customer service to our clients. We respect your diversity and welcome the differences to create the best solution together. Here at Toshiba, we value our people. We want to help you succeed in more ways than one.

Our benefits
To attract the best, we offer the following range of attractive company and wellbeing benefits:

- Additional Superannuation (conditions apply)
- Variety of paid leaves to support you - Birthday leave, Community Service leave, Corporate Social Responsibility leave and Emergency leave
- Free annual flu vaccinations
- Service Awards
- Learning and Development programs including External Study Assistance
- Employee Referral Program - refer a friend and get $2000 (conditions apply)
- Access to discounted Private Health Insurance (HCF) plus $250 hospital excess reimbursement
- Great discounts through corporate car programs
- Free On-site car park
- Conveniently located near the Monash Freeway

Our opportunity
The Electronic Imaging Division has evolved beyond photocopiers to provide our clients with innovative technology solutions that improve efficiency and effectiveness across their business operations.

We are seeking an enthusiastic and experienced Customer Care Representative to join our team. The successful applicant will have excellent communication skills, and the ability to turn any problem into a win-win situation for our customers. The position requires some level of technical knowledge, much of which can be learned on the job. Existing staff will train the successful applicant in product knowledge and how to access the vast amount of data available but some prior experience in a Contact Centre or similar would be an advantage.

The role requires the ability to manage a steady flow of phone calls from customers. Accuracy and good computer literacy is important to ensure our customer data base is updated as each situation is handled.

Ideally you will be able to show a history of excellent communication skills and a capacity to build relationships. You should be able to demonstrate a problem solvers aptitude and a desire to work as part of a small but passionate and supportive team.

**Responsibilities include**:

- Respond to all customer enquiries and handle in a professional manner
- Remote resolution of customer incidents - triage and resolution of minor and operator related incidents
- Information gathering - logging all enquiries into management tool
- Validation - confirming contractual requirements, including cost advice
- Adhering to guidelines regarding the handling and scripting of customer enquiries
- Escalation - ensuring requests reach the correct resolver group

**Other requirements**:

- Effective communication skills - written, listening and verbal
- Accurate information gathering and data entry skills
- Incident and Problem management skills (administrative and technical)
- High demand service delivery role with ability to manage Service Levels and escalations

**Qualifications, skills and experience required**:

- Previous experience in a Contact centre, Service desk or Frontline service role

Our culture
We'll be offering a unique culture, one that enjoys the benefits of a large global technology corporation whilst concurrently having a strong commitment to our people. We have a culture of respect, friendship and integrity from the top that transcends any corporate directive. It's real, and it's what encourages people to enjoy every day over many years. Our culture is our strength, we're a team of passionate team players who strive for the best outcome for our customers and our colleagues.

Diversity and Inclusion

Apply

Applications close on 16 February 2023. Only shortlisted applicants will be contacted.

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