Customer Service Expert with Excellent User Experience

3 weeks ago


North Sydney Council, Australia INTERTEK Full time
About the Role

As a Customer Service Consultant at Intertek, you will play a vital role in delivering exceptional online-store user experiences. With your technical expertise and strong customer focus, you will ensure that customers receive outstanding service and education.

Key Responsibilities
  • Resolve customer enquiries promptly and effectively via phone, email, and/or chat.
  • Owning complex issues to resolution, providing regular progress updates to customers.
  • Promote the benefits of using our online store, enabling customers to self-serve for future purchases.
  • Stay up-to-date with industry changes to understand how SAIG products/services meet customer needs.
  • Identify opportunities for new solutions and refer qualified leads from customers to Sales.
  • Maintain awareness of online/contact activity's potential impact on other customers and act quickly with stakeholders to inform and resolve.
  • Achieve or exceed agreed KPIs to ensure the best customer experience possible.
  • Process back-office duties and customer-focused tasks to meet or exceed customer SLAs.
Education and Qualifications

To be successful in this role, you will need:

  • High School Certificate (HSC) or equivalent.
  • [Desirable] Customer Service Institute of Australia (CSIA) : Certified Customer Service Professional, or similar.
Work Experience

You should have:

  • Customer Service Inbound Contact Centre experience (Email/Online Chat, as well as Phone).
  • Salesforce proficiency.
  • Data Entry skills.
  • MS Office Basic or higher (MS Word, Excel & PowerPoint).
  • [Desirable] ISO 9000/ISO 9001 knowledge.
Competencies
  • Excellent communication and interpersonal skills.
  • Ability to write and interpret effectively.
  • Strong learning and research capabilities.
  • Demonstrated ability to deliver results and meet customer expectations.
  • Proven ability to follow instructions and procedures.
  • Adaptability and responsiveness to change.
  • Coping skills to manage pressures and setbacks.
  • Personal work goals and objectives achievement.
What We Offer

We offer a competitive salary range of $60,000 - $80,000 per annum, depending on location and experience, plus a comprehensive benefits package.



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