Customer Care Consultant

Many PICA Group employees have worked for the company two or three times - why do they return? It's our diverse and inclusive culture, our investment in tools and technology, our hybrid working model and flexibility, our opportunities for professional growth, and our opportunities to give back socially and environmentally. Our ‘PICA Perks’ employee benefits, including a paid day off on your birthday, are great too

About the role:

We are seeking a dedicated Customer Care Consultant for a casual position to support our valued body corporate customers as needed. In this role, you will provide exceptional service, resolve issues, and contribute to a collaborative team environment. This position is based in Southport, QLD, and includes a required 2-week in-person training at our Southport office. Depending on your experience, we may consider remote candidates who live within commuting distance of any of our branches.

Priorities:

- Deliver exceptional customer service: Be the friendly, professional voice that our customers love, providing excellent service to all internal and external customers.
- Hand customer enquiries like a pro: Answer customer calls with clarity, ensuring they get the accurate information needed.
- Be the troubleshooting expert: Tackle customer situations by listening carefully, clarifying details, and finding solutions that leave them satisfied.
- Empower customers through self-service: Guide callers through troubleshooting steps and direct them to resources that help them solve problems independently.
- Support Internal Customers with Call Transition: Seamlessly coordinate with branches and other internal customers, ensuring smooth and efficient call handovers to provide continuous support to customers.
- Manage customer expectations with confidence: Set and maintain realistic expectations, ensuring strong positive relationships with our customers.
- Navigate challenging situations smoothly: Use our call escalation process to handle tough situations with ease, turning challenges into positive experiences.

About you:

- Excellent communication skills: Strong verbal and written communication skills to convey information clearly and effectively to customers and colleagues. Ability to interact professionally and courteously with customers, showing empathy and understanding.
- Customer service expertise: Understanding of customer service principles and practices to deliver exceptional service.
- Problem-solving and Troubleshooting: Effective problem-solving skills to guide customers through service issues and resolve complaints.
- Learn body corporate / strata: Ability to become familiar with relevant information governing body corporate management.
- Technical proficiency: Proficiency with CRMs and call centre technology.
- Attention to detail: Strong ability to accurately enter data and manage documentation, ensuring accuracy and reliability.
- Adaptability and composure: Capacity to handle various customer interactions and adapt to different situations and challenges while maintaining calm and patience.

About Us:

Strata Support is a team of friendly, dedicated people who are passionate about what they do. We work together in a supportive and innovative environment, always striving to provide the best for our clients and each other.

If you haven’t heard of PICA Group, check us out: http://picagroup.com.au/ , I think you’ll be impressed. We have over 700 staff and 30 branches along the east coast, from Far North Queensland down to Tasmania. We’re investing heavily in new products, technology and people initiatives – it’s a great time to join. Still not convinced? Check out what our employees have to say about working at PICA on Glassdoor A 4.6 star rating is nothing to sneeze at.

What we can offer you

- Impactful role: Solve challenges daily using your problem-solving skills
- Grow with us: Join a dynamic team with opportunities for career growth.
- Collaborative and supportive team who are committed to excellence and fun in equal measures.

How to apply:

If you're ready for that next step in your career and want to join an industry leader at an exciting period of transformation, please apply via the link.At PICA we value diversity and encourage a speak up culture where our people bring their whole selves to work to enhance community living for all.

For up-to-date information about PICA Group, visit us:

You must have the right to live and work in this location to be considered for this opportunity.

It is PICA Group’s policy not to accept speculative CV’s from Agencies, unless the role has been released directly to the agency. Should we require any assistance from agencies on any roles a member of the Talent Acquisition team will contact agencies directly.

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