Customer Care Representative

3 days ago

Abbotsford, Australia IXL Group Full time

**Join the IXL Home Team as a Customer Care Representative (Aftersales)**

IXL Home is an Australian family-owned business with over 165 years’ experience wholesaling household appliances. If you enjoy learning new technical products, are computer savvy and love a challenge, then this job is for you. We are looking for a friendly motivated individual who is passionate about delivering top-notch customer service to join our team.

**Key Responsibilities**:

- **Inbound Technical Support**: Responding to inbound calls and providing exceptional technical assistance to customers.
- **Problem-Solving Expertise**: Utilize your keen problem-solving skills to address technical product enquiries and customer concerns effectively and efficiently.
- **Multitasking Abilities**: Capable of managing multiple inquiries simultaneously without compromising the quality of service.
- **Enquiry and Escalation Management**: Take ownership of complex customer incidents by managing and co-ordinating enquiries through to resolution and satisfactory closure.
- **Manage queries relating to warranties**, booking in aftersales service jobs, ordering spare parts and sharing of product knowledge**.**:

- **Demonstrate initiative** to improve business processes and enhance the client experience.
- **Process and investigate orders** and delivery issues with our 3PL transport partners.
- **Maintaining clear and detailed records** of customers interactions on our CRM.

**Qualifications and Skills**:

- Proven experience in a customer service role (technical support or aftersales services is highly valued).
- Excellent communication skills, both verbal and written, to effectively assist customers and document interactions.
- Strong problem-solving abilities with a proactive approach to finding solutions.
- Ability to remain calm and composed under pressure while delivering high-quality service.
- Proficiency in utilizing Outlook and Microsoft office software and managing multiple online platforms whilst providing phone based customer service and technical support.
- A working knowledge of Microsoft D365 is preferred.

Pay: $64,584.00 per year

**Benefits**:

- Employee discount
- Professional development assistance
- Work from home

Schedule:

- Day shift

**Experience**:

- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Abbotsford, VIC

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