Customer Service Expert with Excellent User Experience
3 weeks ago
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.
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.
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.
- 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.
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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