Customer Service Officer

6 days ago

North Sydney Council, Australia Novated Lease Australia Full time $60,000 - $80,000 per year

Position Summary

Due to an exciting growth phase, we are seeking an experienced customer service officer who is a team player, well organised with exceptional communication skills.

The position is a remote role where you can work from home however we do have an office in North Sydney you can work from.

As a Customer Service Officer, you will be the frontline representative of our organisation, providing exceptional service to our valued customers. 

Your primary responsibility will be to handle customer enquiries, resolve issues, and ensure a positive customer experience. This is a crucial role that requires excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer service.

Responsibilities

  • Customer Support: Serve as the first point of contact for customers, providing prompt and professional assistance via various communication channels such as phone, email, live chat, and social media platforms. Address customer inquiries, concerns, and complaints efficiently and effectively.
  • Issue Resolution: Troubleshoot and resolve customer issues promptly by identifying the root cause of problems and providing appropriate solutions. Escalate complex or unresolved issues to the relevant departments or supervisors as needed.
  • Product Knowledge: Develop a comprehensive understanding of our products, services, and policies to provide accurate information to customers. Stay up to date with product updates and changes to ensure accurate and relevant support.
  • Order Processing: Assist customers with placing orders, tracking shipments, processing returns, and handling billing inquiries. Ensure accurate and timely order processing and maintain detailed records of customer interactions and transactions.
  • Customer Satisfaction: Strive to exceed customer expectations by actively listening, empathising, and providing personalised solutions. Aim to enhance customer satisfaction and loyalty through exceptional service delivery.
  • Communication and Collaboration: Collaborate effectively with internal teams, including sales, marketing, and technical support, to ensure a seamless customer experience. Share customer feedback and insights with relevant departments to drive continuous improvement.
  • Documentation and Reporting: Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the company's CRM system. Generate reports on customer service metrics, such as response time, resolution rate, and customer satisfaction, to identify trends and areas for improvement.
  • Process Improvement: Identify opportunities for streamlining customer service processes and contribute to ongoing process improvement initiatives. Proactively suggest ideas to enhance the overall customer experience and optimise team efficiency.

Qualifications & Requirements

  • Minimum 2 years previous experience preferably in a customer service role.
  • Minimum 1 years Novated Lease Experience
  • Proven experience in a fast-paced environment.
  • Exceptional interpersonal and communication skills, both written and verbal.
  • Strong problem-solving abilities with a customer-focused mindset.
  • Ability to handle challenging customer interactions with patience, empathy, and professionalism.
  • Proficiency in using customer service software, CRM systems, and other relevant tools.
  • Detail-oriented with excellent organisational and multitasking skills.
  • Ability to work independently and collaboratively as part of a team.

Please note this role is a 6 month contract role with the view to extend to fulltime.

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