Customer Service Manager

2 weeks ago

Melbourne, Australia Semtech Full time

To provide effective and timely customer service, support and processing of orders.

The role requires a flexible approach, being comfortable working either as part of a team or independently as required in an office environment. There is a need to adapt quickly to a variety of client environments with the capacity to interact effectively with a range of internal and external stakeholders.

Responsibilities:
Customer Support Activities:
Daily:

- Assisting customers with enquiries via phone, electronically and face-to-face
- Process and qualify new customer accounts received via web-forms
- Configure SIM’s using Jasper platform for existing customers
- Resolving customer issues and complaints
- Excess usage management
- Manage level 1 support tickets, escalate to level 2 if required
- Sales support, lead generation, analyse customer requirements and provide solutions
- Manage expired trial SIM’s and Developer Kits

Quality:

- Participate in internal and external audit of the Quality Management System
- Conform to quality procedures and complete quality records as required
- Participate in internal and external audit of the Quality Management System
- Conform to quality procedures and complete quality records as required.

Minimum Qualifications:
General
- Previous experience in customer service with use of CRM systems or equivalent
- Highly developed communication skills
- Collaborative style
- Service focussed
- Attention to detail
- Relationship building
- Time management
- Understanding of the Quality Management System requirements as documented in the policy manual and procedures
- Good written/verbal communication skills
- Good basic math such as ratio’s and percentages
- Good basic computer literacy skills
- High level organisation skills
- Ability to plan and problem solve

Computer
- Microsoft Office: Word, Excel, PowerPoint or equivalents
- Internet browsers

Desired Qualifications

Tertiary qualifications - desired

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