Customer Engagement Associate

3 weeks ago

Melbourne, Victoria, Australia Customer Engagement Centre Full time
Job Description

As the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values.

Key Responsibilities
  • Reporting to the Customer Engagement Centre Team Leader, you will:
  • Demonstrate a superior customer service capability - prioritising the customer experience at all times
  • Engage with customer enquiries via incoming/outgoing telephone calls as well as email, and online channels
  • Provide personalised customer service of the highest level, building rapport for sales and general enquires
  • Assist existing customers through their building journey
  • Ensure best practice customer experience initiatives, aligned with company policies and values at all times
  • Use effective questioning and exceptional listening skills to identify and respond to the needs of customers, escalating priority issues requiring specialised attention
  • Utilise CRM and other systems to capture leads, schedule tasks, send communications, along with day to day operational duties
  • Build sustainable relationships of trust through open and interactive communication with customers and stakeholders
  • Achieve personal and team KPI targets.
What We Offer
  • Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewarded
  • Ongoing learning and development opportunities through nationally accredited courses, highly engaging e-learning portal and other comprehensive training programs
  • Competitive salary, and salary package opportunities
  • Physical fitness programs, free flu vaccinations, nutrition and mental well being are just some of the programs we sponsor to address your well being
  • 24/7 access to our LifeWorks confidential support program which includes coaching for success and navigating personal and work challenges
  • Exclusive access to building discounts, supplier / trade discounts, and retail discounts with big name brands through our rewards platform
  • Advance your professional growth with Metricon - the HIA's Number One Australian Home Builder and Australia's Most Trusted Choice.
Requirements
  • Highly developed communication skills: Authentic, clearly articulated and collaborative interactions with customers, team members and stakeholders; both verbal and written
  • Proven customer service skills: Ability to build relationships, gain trust & rapport
  • Ability to work autonomously and as part of the team
  • Organisational awareness
  • Ability to prioritise and manage workload
  • A commitment to Innovation, Quality and Continuous Improvement: Contributing ideas that improve the efficiency, effectiveness, and productivity of the customer journey
  • Minimum 1-year experience in a customer service role
  • Customer orientation and the ability to adapt/respond to different customers and enquiry types
  • Focus to actively listen with a high attention to detail and a proactive approach to all tasks undertaken
  • The capacity to multi-task, set priorities and meet deadlines
  • Understanding of the building industry and customer journey is desirable.

This role requires a national police check to be undertaken.

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