Customer Service Representative

3 days ago

Eastern Creek, Western Australia Ricoh Full time
{"Key Responsibilities": "

Customer

  • Respond to customer inquiries, concerns, and requests promptly and professionally via communication channels.
  • Assist customers with product navigation, troubleshooting, and usage to ensure a seamless experience.
  • Process/escalate customer requests/orders, ensuring accuracy and compliance with company guidelines.
  • Strive to achieve high levels of customer satisfaction and loyalty by actively listening to customers, empathising with their concerns, and demonstrating a genuine commitment to resolving their issues.

Issue Resolution: Identify customer issues and provide appropriate solutions utilising company tools, adhering to established guidelines. Escalate complex or unresolved issues to the appropriate department or higher-level support agents when necessary.

Product Knowledge: Develop a comprehensive understanding of our products and services to address customer inquiries accurately and offer relevant information and solutions.

Documentation: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions notes using our customer relationship management (CRM) system.

Quality Assurance: Adhere to company guidelines and standards for customer support, ensuring consistent delivery of exceptional service.

Continuous Improvement: Provide feedback on recurring customer issues and suggest process improvements to enhance the overall customer experience.

Team Collaboration: Collaborate with other team members and departments to resolve complex customer issues, share knowledge, and maintain a positive team environment.

", "Requirements": "

Key Selection Criteria

Experience, Knowledge, Skills and Qualifications

  • Proven experience in customer service, preferably in a call center or support environment.
  • Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Strong problem-solving abilities and the ability to think quickly on your feet.
  • Empathetic and patient attitude, with a focus on understanding and meeting customer needs.
  • Basic computer proficiency and experience with CRM software or ticketing systems is advantageous.
  • Flexibility to work in shifts, rostered between 7:00am and 8:00pm
  • Ability to handle high call volumes and maintain composure under pressure.
  • A proactive approach to learning about products and services to provide accurate information to customers.
  • Adaptable, reliable and can quickly build good rapport with people.
  • Problem-solving skills, and the ability to think under pressure.
  • •You thrive in a busy environment and have the ability to focus on a number of tasks simultaneously
", "What We Offer": "

At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

  • Paid Parental Leave
  • Purchased Leave Scheme
  • Participation in our RedE recognition program
  • Free income protection cover
  • Wellness program
  • Novated leasing
", "Employment Type": "Permanent"}

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