Customer Service Representative

4 weeks ago

Sydney Western Suburbs, Australia Hudson Australia Full time

This pay rate is inclusive of mandatory 25% casual loading

We are looking for experienced Customer Service Representatives to work in a dynamic role, with opportunities for growth and development within a high-performing organization.

**Job Title**: Consumer Care Representative
**Location**: Prestons, NSW
**Employment Type**: Full-time, Fixed-Term Contract anticipated until January 2026 (with strong possibility of permanent conversion)
**Salary**: $66k per annum + super

**Key Accountabilities and Components**

**Accountabilities**:

- Provide service support to consumers, service centres, and internal staff.
- Handle spare parts orders, warranty replacements, and inquiries related to Ecom orders.
- Answer and manage all incoming calls to the 1800/0508 telephone queue lines with accountability through to resolution.
- Ensure professional phone and written communication at all times.
- Respond to website inquiries within 24 hours across all product brands.
- Log and manage complaints and inquiries in the CRM database, escalating as necessary to a manager or technical support.
- Maintain a clean and tidy work station and surrounding area.
- Ensure timely call handling, with calls answered within three rings and a daily call abandonment rate not exceeding 4%.
- Assist with low to medium level technical troubleshooting for retailers, internal staff, and consumers.

**Attention to Detail & Accuracy of Work**:

- Adhere to processes and procedures, ensuring all work is accurate and verifiable.
- Provide timely and appropriate processing for external customers and the Customer Operations team.
- Exercise judgment in managing out-of-stock situations and be aware of time constraints in other business areas.

**Communication**:

- Maintain open communication with all stakeholders, including transport companies, warehouses, logistics, service agents, and other internal departments.
- Regularly update your manager on any work challenges or potential issues.

**Attendance & Timeliness**:

- Commit to punctuality and give adequate notice (minimum of 2 hours) for absences.
- Adhere to work timelines and deadlines, ensuring awareness of critical daily tasks and KPI targets.

**Key Position Requirements & Personal Attributes**:

- Basic to intermediate proficiency in Microsoft Office, particularly Excel.
- Ability to multitask and prioritize workload in a fast-paced, deadline-driven environment.
- Strong attention to detail, with high-level data entry skills.
- Positive attitude, showing initiative and problem-solving abilities.
- Strong communication skills, able to empathize and manage conversations at all levels.
- Ability to work autonomously while being a team player.

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