Customer Service Representative

4 weeks ago


North Sydney Council, Australia INTERTEK Full time
Purpose of the Role:

At Intertek, we are seeking a highly skilled Customer Service Consultant to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences through technical expertise and a strong customer focus.

Responsibilities:
  • Resolve customer enquiries received by phone, email, and/or chat in a timely and effective manner.
  • Owning complex issues to resolution, with regular progress updates to customers.
  • Promote the benefits of using our online store, helping customers to self-serve for future purchases.
  • Stay up-to-date with industry changes to understand how our products/services meet customer needs.
  • Identify opportunities for new solutions and refer qualified leads from customers to Sales.
  • Act quickly with stakeholders to inform and resolve online/contact activity that may impact other customers.
  • Achieve or exceed agreed KPIs to ensure the best customer experience possible.
  • Process back-office or other customer-focused duties to ensure customer SLAs are met or exceeded.
  • Contribute to regular team meetings and attend company-wide information/training sessions.
Education/Professional Qualifications:

We require a High School Certificate (HSC) or equivalent. A Customer Service Institute of Australia (CSIA) : Certified Customer Service Professional, or similar, is desirable.

Work Experience Required:

Our ideal candidate will have experience in Customer Service Inbound Contact Centre (Email/Online Chat, as well as Phone), Salesforce, Data Entry, and MS Office Basic or higher (MS Word, Excel & PowerPoint). ISO 9000/ISO 9001 is desirable.

Key Competencies:
  • Working with People
  • Writing & Interpreting
  • Learning & Research
  • Delivering Results & Meeting Customer Expectations
  • Following Instructions & Procedures
  • Adapting & Responding to Change
  • Coping with Pressures & Setbacks
  • Achieving Personal Work Goals & Objectives


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