Customer Service Representative

**Position Summary**

Working as part of a small team this role plays a crucial part in keeping the key processes related to our contact centre on track, providing internal and external stakeholders with administrative support via written communication. With attention to detail a key, this role ensures that all requests are accompanied by the appropriate supporting documentation as part of legal reviews. Post review this role works to ensure timely updates are provided, including review correspondence templates to ensure all outcomes are presented as approved.

**Duties and Responsibilities**
- Working in a team environment, handle & respond to internal/external correspondence relating to business documentation and procedure outcomes.
- Prepare and consolidate case documentation & related evaluations on a daily basis for legal review, liaising with Dealers, internal staff, legal counsels and third-parties.
- Prepare reviews for delivery of outcome correspondence to multiple stakeholders utilising business templates.
- Utilise CRM software to support case managers with procedure escalations & outcome insights, in support of customer service best practise.
- Communicate any operational, process or system problems to the Team Leader/Manager
- Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs in relation to role.
- Provide assistance and help in acclimating new staff and departmental employees.
- Follow occupational health & safety policy and procedures.
- Prepare and facilitate Australian Competition & Consumer Commission (ACCC )reporting audits & customer evidence requests.
- Assist in special projects and participate in any other duties as requested.
- Adheres to the Percepta global values

**Education**
- Minimum requirement is the completion of Year 12 or equivalent.
- Desirable - Has either completed or is currently studying a tertiary qualification or equivalent in a consumer/customer contact field or business administration.

**Experience**
- Prior experience in a customer service role or administration role either in a customer contact centre, office, or professional environment.
- Communicates both verbally and in written correspondence to an above average standard
- Proven experience in bespoke customer and business correspondence
- Knowledge of the automotive industry desirable

**Skills**
- Proven successful customer service experience.
- A strong desire to resolve concerns under pressure and with urgency.
- Super organized and has a high level of attention to detail.
- Excellent verbal and written communication skills.
- Proficient user of Word, Excel, PowerPoint, Outlook.
- An appreciation and understanding of the role the company plays in the marketplace.
- Maintain a positive, professional and pro-active attitude towards enquiries.
- Deliver quality performance.
- Ability to relate to and deliver Percepta mission and values.
- Advanced organizational skills.
- Ability to seek advice or escalate issues when necessary.
- Advanced concern resolution skills

**Direct Reports**

**# Of Direct Reports (include title):
**# Of Indirect Reports (include title):
Nil

Nil

**Physical and Logistical Requirements (Including equipment used)**

Typical contact centre technology such as headset and computer-based operation

**Occupational health, safety and environment**
- Ensure an Incident/Injury/Near miss report is completed within 24 hours where required and communicate any corrective action to the relevant people.
- Ensure all direct reports have received adequate training, supervision and instruction so they are aware of their occupational health and safety responsibilities.
- Ensure all direct reports, contractors and visitors are aware and have accepted their responsibilities regarding occupational health and safety and they are fulfilling their obligations including safe work procedures.