Customer Service Expert with a Focus on Exceptional User Experience

3 weeks ago

North Sydney Council, Australia INTERTEK Full time

Job Summary:

We are seeking an exceptional Customer Service Consultant to join our team at Intertek, where you will play a vital role in delivering outstanding customer experiences and ensuring the highest levels of satisfaction.

About the Role:

In this key position, you will be responsible for providing top-notch customer service through multiple channels, including phone, email, and chat. Your primary objective will be to resolve customer inquiries efficiently and effectively, while also promoting the benefits of using our online store and helping customers to self-serve for future purchases.

Main Responsibilities:

  • Respond to customer enquiries received via phone, email, and/or chat, resolving issues promptly and professionally
  • Owning complex issues to resolution, with regular progress updates to customers
  • Promote the benefits of using our online store, encouraging customers to self-serve for future purchases
  • Stay up-to-date with industry changes to understand how our products and services meet customer needs
  • Identify opportunities for new solutions and refer qualified leads from customers to Sales
  • Act quickly to address online/contact activity that may impact other customers, collaborating with stakeholders to inform and resolve issues
  • Achieve or exceed agreed KPIs to ensure the best possible customer experience
  • Process back-office duties to ensure customer SLAs are met or exceeded
  • Contribute actively to regular team meetings and company-wide information/training sessions

Requirements:

  • High School Certificate (HSC) or equivalent
  • Desirable: Customer Service Institute of Australia (CSIA) : Certified Customer Service Professional, or similar
  • Work experience in a customer-facing role, preferably in an inbound contact centre environment
  • Proficiency in Salesforce, data entry, and Microsoft Office (Word, Excel, PowerPoint)
  • Desirable: ISO 9000/ISO 9001 certification

Key Competencies:

  • Working with people
  • Writing and interpreting
  • Learning and research
  • Delivering results and meeting customer expectations
  • Following instructions and procedures
  • Adapting and responding to change
  • Coping with pressures and setbacks
  • Achieving personal work goals and objectives

What We Offer:

Our competitive salary package includes a base salary range of $55,000 - $70,000 per annum, depending on experience, plus additional benefits and opportunities for career growth and development.

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