Customer Experience Representative

WHAT WE NEED

We are seeking to expand our Caboolture-based Head Office team as a pivotal part of our ongoing strategy to grow the brand and offer our customers even more from a customer service standpoint.

We are on the hunt for a Customer Experience Representative (PHONE-BASED) to be a critical member within our Caboolture Head Office team. This dynamic role, reporting to the Executive Team, will see you delivering the very best in customer service and industry expertise first time, every time

Ideally you have experience in customer service and be passionate about the leisure, camping and outdoors industries.

CUSTOMER ENGAGEMENT
We want someone who will give our customers the feel goods of becoming an official member of the Austrack family. Leveraging your skills in customer service and after-sales service, you will embrace our culture of customer centricity across the business; surprising and delighting customers with our amazing products, customer service and after-sales service.

THE OPPORTUNITY
This is an awesome opportunity to join a national brand with strong values and amazing culture. This is predominantly an inbound/outbound phone-based customer service role, where you will be assisting customers with their enquiries, delighting them with news their campers are almost ready or are ready and being an overall after-sales support should they require anything after they drive off into the sunset.

WHAT YOU CAN EXPECT
Head office is a fast paced, high volume, customer driven environment. If you possess a strong work ethic and proactive attitude, with an ability to problem solve at pace and focus on attention to detail, then this is the place for you.

You will be responsible for providing a five-star customer service experience to Austrack’s customers and potential customers; playing a pivotal role in helping Austrack Campers deliver winning outcomes for everyone. We want the reputation that nothing is ever too much trouble for us. We are there from beginning to end, sharing in their journey to buy an Austrack Camper and sharing their adventures after they hit the open road.

Full training will be provided, however you will need to be energetic, self-motivated and proactive.

WHAT WE EXPECT
You must possess a high level of confidence and tolerance, and possess excellent listening, and verbal communication skills.

You must be able to work in a team environment and be able to multi-task.

Sound computing skills are essential, as is dispute resolution and customer complaint handling.
- You will answer inbound calls from customers regarding a variety of queries, many of which you will be able to transfer to the appropriate department - such as warranty, parts, sales, etc.
- Perform Post Handover calls; following up on customer who have collected their campers and asking them feedback on their experience and answering any other questions they may have regarding their camper.
- Provide support to our showroom network in the form of advising the status of customer orders.
- Process various administrative tasks.
- Perform other tasks as required by the executive team.
- You will work well under pressure without becoming flustered.

You will be able to successfully demonstrate a strong understanding of first class customer service principles and the desire to make each conversation with our customers a positive experience.
- You will also have:
Good computer literacy including MS Office knowledge and Google Suite of products.
- Ability to demonstrate a positive attitude and adapt to change in a dynamic environment.
- Active listening skills with strong attention to detail.
- Clear and confident communications skills.
- Excellent Computer and Administration skills are required.
- Being able to work effectively in a team environment often having to multi-task.
- a patient and friendly telephone manner.
- Minimum 2 years call centre/customer service experience.
- Demonstrated ability to assist customers with queries in a timely and efficient manner.
- Well developed time management, communication and conflict resolution skills.
- Initiative, drive and a willingness to be an active member of the team
- a willingness to maintain a positive, empathetic, and a professional attitude toward customers at all times.
- a willingness to provide customer service through managing inbound and outbound calls.
- the ability to be proactive and able to prioritise tasks.
- the ability to complete tasks quickly and methodically.
- You will be a contact for: _
- Austrack Campers HQ.
- Austrack Campers Team Members.
- Showroom Customer Phone Calls.
- After Sales Service - providing an ongoing support for when they have questions.
- Customer issues and product enquiries.

WHO WE ARE
Austrack Campers manufacture and retail a comprehensive range of camper products for outdoor living, camping, and off-road adventures. Our brand is available through a national network of company owned showrooms in Queensland, New South Wales and V