Customer Service Operations Specialist

3 days ago

Sydney, New South Wales, Australia Hudson Full time
Job Overview

We are seeking an experienced Customer Service Operations Specialist to join our dynamic team in Prestons, NSW.

About the Role

This is a full-time, fixed-term contract anticipated until January 2026 (with strong possibility of permanent conversion), offering a competitive salary of $66k per annum + super.

Main Responsibilities
  • Provide exceptional service support to consumers, service centres, and internal staff.
  • Effectively handle spare parts orders, warranty replacements, and inquiries related to Ecom orders.
  • Answer and manage all incoming calls to the telephone queue lines with accountability through to resolution.
  • Ensure professional phone and written communication at all times.
  • Respond to website inquiries within 24 hours across all product brands.
  • Log and manage complaints and inquiries in the CRM database, escalating as necessary to a manager or technical support.
  • Maintain a clean and tidy work station and surrounding area.
  • Ensure timely call handling, with calls answered within three rings and a daily call abandonment rate not exceeding 4%.
Key Skills and Qualifications
  • Experience in a call centre or customer service role, handling approximately 50+ calls and responding to 80+ emails daily.
  • Basic to intermediate proficiency in Microsoft Office, particularly Excel.
  • Ability to multitask and prioritize workload in a fast-paced, deadline-driven environment.
  • Strong attention to detail, with high-level data entry skills.
  • Positive attitude, showing initiative and problem-solving abilities.
  • Strong communication skills, able to empathize and manage conversations at all levels.
  • Ability to work autonomously while being a team player.
Benefits and Requirements
  • Punctuality and adequate notice (minimum of 2 hours) for absences are essential.
  • Adherence to work timelines and deadlines, ensuring awareness of critical daily tasks and KPI targets.

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