Call Center Representative

5 days ago

Parramatta, New South Wales, Australia Works4You Full time $62,400 - $65,300 per year

Works4You is hiring a Full time Call Center Representative role in Parramatta, NSW. Apply now to be part of our team.

Job summary:
  • Looking for candidates available to work:
    • Monday: Morning
    • Tuesday: Morning
    • Wednesday: Morning
    • Thursday: Morning
    • Friday: Morning
  • 2-3 years of relevant work experience required for this role
  • Expected salary: $30 - $32 per hour

Call Coordinator / Customer Service (Warranty Support)

Location: Rydalmere

Full Time - Temp To Perm

Rate: $31.23p/h Super

Shift:

· 8.30am – 5:00pm

· 9:30am – 6:00pm

Job Profile:

To manage Customer Satisfaction, Customer Service Level Agreement's (SLA's) and Technician/Agent workflow by the daily scheduling of services adhering to the call management specific procedures.

Key Tasks:

1. To maintain a high level of customer service by proactively managing calls nationally, through parts ordering follow up, liaison with Logistics, customer contact and updating, to identify necessary procedural changes relating to call handling.

2. Perform all activities within your rostered schedule time

3. Answer all telephone queues in a timely manner appropriate for the service being requested and in accordance with set team KPI's

4. Ensure an efficient, professional and friendly telephone manner is used at all times

5. Participate in team meetings to improve productivity, resolve customer service issues and manage workloads

6. Develop constructive and cooperative working relationships with your team, as well as cross functionally

7. Correct logging of Service activities into the Cabrini Technology Group system including the transcribing of OEM calls where required

8. Updating of service activities including but not limited to: technician notes and ordering correct parts where appropriate.

9. Perform closure of service activities by recording correct labour hours, travel and service details including the consumption of all parts usage and costing.

10. Updating of Agent charges into service calls via the mandatory Procure updating routines to correspond to agent invoicing.

11. Work with other CRG team members to ensure monitoring of customer service activities to achieve contracted SLA performance, prompt closure and the accurate invoicing of all service activities.

12. Maintaining an overview of the service call from end to end and ensuring escalations occur in order to maintain optimal service levels.

Requirements:

· Computer operation skills are essential (Ms Office Excel)

· Possess a minimum of two (2) years' experience in the customer services industry

· Must possess good customer service and telephone communication skills;

· Able to work 2 shifts 8am – 4pm and 9:30am – 6:00pm

To Apply:

Please call

Email: ***

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