Call Centre Officer

6 days ago

Emu Plains, Australia Pivotal Personnel Pty Ltd Full time

Full time position with a package of $57K + Super
- Based in Emu Plains area
- Monday - Friday

**About the company**

Our client, one of Australia's leading producers of high quality frozen prepared meals and finger-foods is seeking customer service officers on a permanent basis.

**About the role**

Reporting to Customer Service Team Leader, this role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile. The purpose is to work within a defined framework to drive incremental sales of convenience meals to customers including (but not limited to) people who are a participant of the NDIS, customers who access Federal Government aged care funding who are either self-managed or managed through an Aged Care Provider, and private customers.

**Key Responsibilities include**:
**Y**our duties will include, but not be limited to:

- Receive inbound & conduct outbound calls to current and newly on-boarded customers
- Improve value per order through up-selling of meals
- Complete sales tasks correctly within approved business systems
- Resolve customer issues at point of contact, within delegation
- Communicate with external and internal stakeholders to assist the facilitation of on-boarding and continuity of services
- Communicate with the Care Field Team on the allocation of leads
- Instigate general inquiries, feedback and QA workflows into up-line delegations
- **Knowledge of NDIS/Home Care and/or aged care sector environments desirable - but not mandatory**:

- **Cert IV Aged Care & Disability or other qualification or experience in this field is highly desirable - but not mandatory**:

- Previous telesales and/or other B2C customer service roles in fast paced environments
- Proven experience multi-tasking within online and software environments
- Articulate and clear communicator (verbal & written)
- Strong problem-solving skills
- Good attention to detail, accuracy, and time management
- Compassion, empathy & desire to facilitate assistance to vulnerable populations
- A hands-on approach with determination to make things happen

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