Customer Care Coordinator, Australia

15 hours ago

Council of the City of Sydney, Australia Rsgroup Full time

Customer Care Coordinator, Australia & New Zealand

Location: Sydney, NSW, AU, NSW 2164

Brand: RS

Function: Customer Services

The customer care coordinator is responsible for delivering an exceptional customer experience, focusing on Premier accounts. They ensure customer requirements are met through proactive communication, high-quality service, and a customer‑centric approach. The coordinator maintains business levels for Premier accounts through regular contact and selling products and value‑added services. They identify growth opportunities and develop customers to drive sales growth, working with the Sales team and using negotiation and influencing techniques. They assist customers in understanding the company’s products, identify solutions, generate sales and renewals, and provide high‑value customer service to achieve customer satisfaction levels.

What You Will Be Doing

- Management of sales targets and KPIs with emphasis on Premier accounts to ensure monthly/quarterly targets are met.

- Resolve all customer enquiries within the required SLA.

- Work closely with other team members and provide cover when requested to ensure continuity of service to our customers to maximise sales.

- Proactive engagement with customers and prospects to co‑create unique value proposition.

- Generate quotations and follow up to convert to sales within the agreed SLA.

- Deliver exceptional customer service via all channels with the goal of ensuring customer order and enquiry needs are met while maintaining service level agreements.

- Providing effortless customer experience by proactively communicating to the customers on any updates or changes on their orders / enquiries in a professional and courteous manner.

- To contribute to the sales targets by working closely with sales and performing high level of value‑added activities set out by the business.

- Comply with all company procedures and policies including H&S.

- Identify potential customer needs / opportunities to grow business by providing high human touch.

- To minimise escalation of complaints and ensure high customer satisfaction by working with the stakeholders within the end‑to‑end process.

Skills and Experience

- 2 years of customer service experience.

- Proven ability to deliver excellent customer experience and appreciation for providing exceptional customer service.

- Proven ability to sell and cross‑sell.

- Proactive and driven in all aspects of work and be able to operate without daily supervision.

- Excellent communication skills both verbal and written.

- Ability to communicate complex solutions simply and concisely.

- Disciplined analytical approach to problem solving.

- Takes ownership and is confident to take risks and learn from them.

- Intermediate Microsoft skills in Microsoft Office.

- Naturally strong interpersonal skills forming and maintaining positive relationship at all levels.

- Highly motivated, has strong planning, prioritization, and time management skills, and actively seeks to create a high‑performing culture.

- Shows respects to others and values differing opinions and perspectives, can work will all levels.

- Shows a desire to continuously learn and develop.

- Proven experience of working in an inbound/outbound call centre environment.

- Knowledge of SAP and Microsoft packages.

- Proven knowledge of using CRM and QM2 functionality (Customer data base management & Quotation system).

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