Customer Service Advocate

2 weeks ago

Pascoe Vale, Victoria, Australia Carrier Full time

About this role

The Customer Service Advocate is a key position at Carrier, responsible for providing exceptional customer experiences and driving revenue growth. As the first point of contact for customers, you will resolve moderately complex inquiries, collect and analyze customer data to identify trends.

This role involves relationship building with external customers and internal cross-functional teams. You will act as a customer advocate to ensure timely delivery and engage in the customer complaint process.

Key Responsibilities:

  • Act as a customer advocate to ensure timely delivery and engage in customer complaint process
  • Engage with external customers for inbound queries relating products, orders, services, and outbound follow-up communications
  • Review customers' purchase requests, process sales orders in ADEPT, and provide post-sales follow-up to ensure customers receive exactly what they need
  • Troubleshoot in a timely manner customer-related issues and complaints relating orders, services, products, and shipments
  • Collect and consolidate information regarding customer interactions and transactions, analyze customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services
  • Use Salesforce with proficiency for customer relationship management
  • Develop documentation for SOP, Special Handling, and Knowledge Center
  • Collaborate with Sales, Operations, Finance, and overseas teams to ensure on-time deliveries
  • Act as a backup where needed in other regions, and any other tasks as assigned

Requirements:

  • Certificate or diploma in business administration or an industry-related field
  • Possess a passion for customers
  • Proven experience in customer-facing roles
  • An understanding of basic management approaches such as working scheduling, prioritizing, coaching, and process execution
  • Excellent computer skills (Word, Excel, PowerPoint, Internet) and previous experience using booking systems, ideally ADEPT and Salesforce
  • Superior attention to details to accurately input data and navigate databases
  • A positive and proactive attitude and the ability to work within a collaborative team environment
  • Strong and effective communication skills, with the ability to influence and engage stakeholders
  • Possess specialized knowledge of technical or operational practices – preferred
  • Ability and desire to learn client base and industries – preferred
  • Ability to work independently with minimal supervision – preferred
  • Demonstrate passion, dedication, professionalism, and proven execution – preferred
  • Data analysis experience – preferred

Benefits:

  • We offer an attractive salary package of approximately $65,000 per annum, plus a supportive team environment
  • Excellent job stability with a focus on career progression
  • Training and development opportunities, including access to Carrier's Online Learning Platform

Our Commitment to You:

We value our employees and strive to create an inclusive and diverse work environment that fosters innovation and growth. We offer enriching career opportunities, listen to employee feedback, and challenge ourselves to continuously improve.

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