Customer Experience Representative

4 weeks ago


North Sydney Council, Australia INTERTEK Full time

We are seeking a highly skilled Technical Customer Service Expert to join our team at INTERTEK.

As a key member of our support services team, you will be responsible for delivering exceptional customer experiences and providing technical expertise to ensure the best possible online-store user experience.

The ideal candidate will possess strong technical skills, excellent communication abilities, and a customer-focused approach.

Key Responsibilities:

  • Resolve customer enquiries received by phone, email, and/or chat in a first-contact basis.
  • Owning complex issues to resolution, with regular progress updates to customers.
  • Promote the benefits of using the online store and help customers to self-serve for future purchases.
  • Keep 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.
  • Achieve, or exceed, agreed KPIs to meet overall team goals for the best customer experience possible.

Requirements:

  • High School Certificate (HSC) or equivalent.
  • Customer Service Institute of Australia (CSIA) Certified Customer Service Professional, or similar (desirable).
  • Customer Service Inbound Contact Centre experience, including Email/Online Chat and Phone.
  • Salesforce experience.
  • Data Entry skills.
  • MS Office Basic or higher, including MS Word, Excel, and PowerPoint.
  • ISO 9000/ISO 9001 certification (desirable).

Competencies:

  • Working with People.
  • Writing & Interpreting.
  • Learning & Research.
  • Delivering Results & Meeting Customer Expectations.
  • Following Instructions & Procedures.
  • Adapting & Responding to Change.
  • Coping with Pressures & Setbacks.
  • Achieving Personal Work Goals & Objectives.

We offer a competitive salary range of $55,000 - $75,000 per annum, depending on location and experience.

At INTERTEK, we prioritize work-life balance and provide opportunities for professional growth and development.



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