Customer Support Consultant

We are assisting our client in the recruitment of multiple Customer Service Consultants who excel at building meaningful connections and providing outstanding support. This is a fantastic opportunity to become part of a reliable team that prioritizes empathy, collaboration, and a true dedication to customer satisfaction. Our client offers a warm and inclusive workplace where your interpersonal skills will be highly valued, and your professional development will be nurtured through continuous training opportunities. If you have a passion for helping others, thrive in a supportive environment, and are eager to contribute to a team that embodies kindness and understanding, this role could be an excellent next step in your career.

What You'll Do

• Respond promptly and courteously to incoming calls, emails, and chat inquiries from customers, ensuring each interaction is handled with professionalism and care.
• Provide clear, accurate information regarding products, services, policies, and procedures to assist customers in making informed decisions.
• Address customer complaints, concerns, and questions with empathy, patience, and efficiency to foster positive relationships and resolve issues effectively.
• Identify individual customer needs by actively listening and asking thoughtful questions, offering appropriate solutions or escalating complex matters when necessary.
• Troubleshoot problems within the scope of authority using available resources to resolve issues quickly while maintaining high standards of service.
• Follow up diligently on unresolved matters to guarantee customer satisfaction and demonstrate commitment to excellent service delivery.
• Accurately document all customer interactions in the CRM system or call logs for future reference and quality assurance purposes.
• Maintain detailed records of complaints, resolutions, and follow-ups to ensure transparency and continuous improvement in service processes.
• Adhere strictly to company guidelines, scripts, protocols, data protection regulations, and confidentiality standards during every customer interaction.
• Consistently meet or exceed individual performance targets such as call handling time, resolution rate, and customer satisfaction scores by applying best practices in every task undertaken.

What You Bring

• Demonstrated experience in a customer-facing role where your ability to listen attentively and respond empathetically has resulted in positive outcomes for clients or customers.
• Excellent verbal and written communication skills that enable you to convey information clearly while building rapport with diverse individuals.
• Strong organisational abilities allowing you to manage multiple tasks simultaneously without compromising attention to detail or accuracy in documentation.
• Proficiency with CRM systems or similar software tools used for recording customer interactions and tracking case progress efficiently.
• A thorough understanding of data protection regulations coupled with a commitment to maintaining confidentiality at all times during customer engagements.
• Ability to remain calm under pressure when addressing challenging situations or resolving complaints while maintaining a polite demeanour throughout.
• Willingness to seek feedback from both customers and supervisors as part of your ongoing commitment to personal development and improved service delivery skills.
• Capacity for teamwork demonstrated by your willingness to collaborate closely with colleagues towards shared goals within an inclusive environment.
• Flexibility in adapting quickly to new processes or changes in company guidelines so as to uphold consistent service standards across all touchpoints.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Madeline Wyld on for a confidential discussion.