Customer Service Representative
2 weeks ago
We're a member-owned organisation with a strong presence in Australia and New Zealand, serving over 30,000 automotive and allied repair Members. Our focus is on delivering solutions that truly matter to our Members, centred around our Trade Account programme.
As a key member of our team, you'll play a vital role in ensuring exceptional customer service experiences for our Members. Your responsibilities will include:
• Responding to incoming calls from relevant phone and email queues as required.
• Ensuring timely return of after-hours voicemail messages.
• Actioning and responding to enquiries within service level agreements.
• Escalating unresolved queries according to our complaints procedure.
• Collaborating with suppliers, service providers, and internal departments to resolve queries efficiently.
• Liaising with Area Managers to keep them informed of Member & Supplier concerns and escalating queries to field staff if necessary.
• Maintaining accurate records of all contacts with Members, Suppliers, and other staff using our CRM system.
• Entering manual updates into Epicor accurately and updating CRM as required.
• Meeting call centre statistics targets.
• Providing support for Trade Account payments.
Our ideal candidate will possess:
• Intermediate skills in Microsoft Office Software Suite.
• Basic knowledge of accounting principles (desired).
• Strong problem-solving skills.
For the right individual, we offer:
• Competitive salary: $60,000 - $80,000 per annum.
• Opportunities for professional growth and development.
• Flexible working arrangements to suit your needs.
• A supportive work environment that prioritises community and team building.
• A range of benefits, including wellness programs and additional leave purchase options.
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