Customer Support Representative

2 weeks ago

Thomastown, Australia Billi AU Full time

The Customer Support Representative provides exceptionally high standard of customer service by assisting with the day-to-day booking and co-ordinating of service calls to ensure timely attendance. They provide technical support to accomplish first call customer resolution. This role aims to provide key accounts with a customized, fast and efficient service in regard to proactive maintenance to all Billi products on site.

**Key Responsibilities**
- Conduct day to day booking & co-ordinating of service calls to ensure timely attendance at all times.
- Confer with customers throughout the work order process to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of additional costs, such as parts, labour, replacement units, and to procure information and materials needed by Service Agents or Service Technician to complete work order
- Manage the NetSuite & Salesforce to ensure all data is up to date and accurate.
- Proactively liaise with Service Agents to ensure Customer jobs are completed on time and to required standards
- Provide first level technical support over the phone
- Interview customers to acquire information and explain available services
- Refer complaints of service or product failure or errors to appropriate personnel for investigation
- Communicate solutions, successes, and opportunities to the Customer Support Manager
- Assist clients with service enquiries
- Coordinate customer’s requirements with other appropriate departments as necessary to ensure effective customer service
- Re-attends and installation from sales orders
- Process credit card payments

**Skills and Experience**
- Year 12 VCE
- Professional and friendly phone manner
- Good communication skills to include effective listening skills, proficiency in typing and grammar, and ability to speak and write clearly and accurately
- Good time management and work planning skills

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