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Customer Service Officer

3 weeks ago

Milsons Point, Australia I.T. Lady Full time

**Position Description**

**Job Title**:Customer Support Representative / Office Administrator**

**Job Type**: Permanent - FT or PPT

**Location**: Sydney

**Reports to**: CEO and indirectly to Senior Business Support

**Role Overview**

As a **Customer Service Representative/Office Administrator at I.T. Lady** you will be responding to enquiries from our Business, Digital and home customers. Every customer interaction is unique, and you will impart your passion for problem solving and superior customer service and use empathy to deliver optimum outcomes and service for the customer.

This role operates in a fast-paced team environment and works to meet key performance indicators that are focused on quality outcomes for customers, delivered with efficiency and a smile.
- Be recognized and rewarded for your contributions while making a real difference to the lives of our customers._

As Office Administrator, you will be responsible for the smooth running of all the office functions, including supporting the technical and digital teams, making appointments, running diaries, and ensuring that the office is always clean and presentable to customers.

There is also opportunity within this role to support our marketing department with EDM and social media content updates.

With access to knowledge content, extensive training and leadership support you will be helping customers with inbound and outbound enquiries.

**Key Responsibilities**

CSR Responsibilities:
- Opening and closing office procedures
- Answering telephone calls, entering customers and enquiries into CRM, creating tickets, and appointments. Maintaining CRM database
- Connecting with clients and taking full responsibility for the nature of the enquiry in order to deliver a concise and detailed issue report. Maintain and improve customer/client retention rates through active communication and problem-solving efforts.
- Managing the diaries of associated technicians & resources

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- Confirming client appointments prior to visits, following up with clients and ensuring service deliverables were met. Updating details in CRM
- Manage ticket queues, follow up technicians, ensure tickets are closed appropriately and time has been entered correctly.
- Ensure that new customer procedures are completed efficiently and on time.
- Assist technicians with running up hardware, installing software, troubleshooting where necessary.
- Report on ticket closures weekly / monthly
- Capturing customer comments, pictures, and stories for social media (either posting, or sending to content manager)
- Putting together case studies and client testimonials on website
- Track quotes and orders, arrivals, and book couriers as necessary
- Assisting marketing and digital analysts with Zoho customer communications
- Prepare board rooms for meetings with clients and booking customers.
- Continue to develop and refine current organisational procedures and systems for office personnel, including filing, invoicing, and scheduling.
- Remain proactive in self-learning or education in management, organisation and team building skills.
- Order supplies and equipment as needed.

**About You - Knowledge, Skills and Abilities Required**

You will be a self-starter, a great communicator and team player who wants to succeed through assisting the business to succeed and keeping the office and team on track with day to day operations.
- High attention to detail
- Excellent customer service skills
- Clear communication skills to customers and stakeholders
- Punctual and reliable
- Experience adhering to KPI's
- Able to manage customer expectations.
- Patience and empathy towards people in difficult situations
- A team player focus, working collaboratively to exceed expectations.
- Intermediate computer skills, ability to navigate multiple screens and a typing speed of 30WPM
- Very strong Microsoft Office 365 skills

Desired skills but not necessarily essential in all areas listed below - training will be provided as necessary:

- Microsoft SharePoint
- Zoho experience highly valued

**What we can provide**
- Opportunities for future personal growth and career development
- Spacious new office space in a great area and super close to public transport
- Fresh fruit to snack on during the day and excellent kitchen facilities.
- Casual/smart dress code with uniform (shirt) provided
- Regular team functions
- Flexible working hours
- Family orientated business
- Full support from the business to ensure you understand our customer base, their needs and how to manage your involvement in the business.
- The opportunity to join a progressive company who celebrates an engaged team.
- We are a culture-based business centred around how we treat each other and treat our customers - key to this is empathy and understanding and respect.

**Job Types**: Full-time, Part-time, Casual
Part-time hours: 25 - 36 per week

**Salary**: $42,227.83 - $55,208.43 per year

**Benefits**:

- Professional development a