Customer Experience

At Kubota Australia we distribute high value, exceptional quality agriculture, construction and farm machinery, and associated products for sale through our independent dealer network.  We also offer consumer and commercial equipment financing to compliment our product offerings. We are a stable, leading global brand aiming to achieve our purposes of 'For Earth, For Life'.

In this role, you will support our Service team by managing customer feedback, analyzing satisfaction with Kubota products, sales, and service. You'll engage with customers to measure their experiences and assist the QA and Warranty teams with various administrative tasks, offering exposure to multiple areas of operations.

This role is a part time opportunity, 4 days per week, 0.8 time fraction with a remuneration that is pro-rated based on a base salary FTE (remuneration subject to experience)

Key accountabilities include, but not be limited to:

• Provide a quality, client-centric customer experience in relation to Kubota's products reflective of our brand and dealer relations.
• Engage with existing customers/end users by telephone and other methods, direct inquiries/ concerns to the relevant business units and administer feedback through to closure.
• Analyse, and report on customer experience feedback and survey results.  Make recommendations and provide information for continuous improvement or new initiatives in relation to customer experience. Assist with, or undertake, the implementation of approved changes.
• Significantly contribute to the customer survey process to build brand value and customer satisfaction.
• Achieve agreed service targets. Meeting targets will result from efficient and effective delivery of activities through a range of methods, including but not limited to, customer contact rate, survey analysis, reporting, administration, and dealer communication, etc.
• Administer invoicing, including data entry, claims/ installation processing and prompt follow-up of inquiries.
• Develop and provide (and as appropriate escalate) a range of customer experience, and business unit related reporting. Provide advice and information to relevant stakeholders (as required).
• Actively participate in team endeavour and cross-functional team projects. Actively engage in sharing knowledge, information, and experience with other team members.
• Act as a brand representative of Kubota at various events, and with Dealers and customers.
• Ensure compliance with Kubota Service and Parts Policy. Ensure appropriate application of financial and organisational resources.

To be successful in this role, your resume would like include:

• Previous experience in a similar role within a dynamic, fast-paced environment, including experience in a Call Centre and/or Customer Service environment.
• Experience with service/ warranty administration (or similar).
• Customer centricity and highly developed customer service skills.
• Excellent interpersonal, relationship management and communication skills.
• Significant administration skill and experience, including but not limited to; data entry, accounts/ claims processing and general administration/ support duties.
• Strong organisational/time management skill and attention to detail.
• Proven ability to effectively collect and analyse data, to produce a range of reports and deliver appropriate documentation to support suggestions/ recommendations.
• Problem-solving skills, including the ability to focus on relevant detail and the ability to research, analyse and solve or trouble-shoot problems and to make pragmatic, evidence-based decisions.
• Proficient in the Microsoft Office suite, with a focus on Excel, applied experience with, (or learn) relevant SAP module/s.
• Proven ability to work autonomously and as part of a team, including cross-functionally.
• Proven ethical practice, proven ability to adhere to relevant legislation and ensure company specific policy and procedures are followed.
• Proven ability to work autonomously with minimum supervision and as part of a team.

Apply via Seek including your resume (emailed applications cannot be accepted).

• Kubota have a zero tolerance approach to alcohol and illicit drugs on all our sites.  A pre-employment medical assessment and criminal records check are required as part of our selection process
• This opportunity is open to application from Australian citizens/ residents or those with permanent work rights (without restriction) for Australia only
• Applicants with diverse backgrounds are strongly encouraged to apply
• Application is not available through recruitment agencies, agents will not be responded to