Customer Experience

5 days ago

Melbourne, Victoria, Australia Drake International - Australia Full time

Overview
Customer Experience (After Sales) Consultant – Office based (Oakleigh, VIC).
This is a fully office-based role with a 3-month contract, potentially extending or transitioning to permanent, and standard weekday hours.
Location
Oakleigh, VIC – office-based, onsite
Employment Type
3-month contract with potential to extend or transition to permanent
Working Hours
8:30 AM – 4:30 PM (some flexibility available)
Eligibility
Australia Permanent working visa
Role Description
Manage warranty claims, handle after-sales enquiries, and ensure a premium service experience for customers.
This role involves collaborating with service agents, account managers, and retail partners to resolve issues.
Key Responsibilities
Register and process warranty claims, appliance changeovers, and spare part requests.
Troubleshoot customer issues and coordinate with service agents for in-warranty and out-of-warranty support.
Handle customer enquiries via telephone and email with efficiency and courtesy.
Maintain accurate records in ERP systems (Pronto experience highly regarded).
Collaborate with service agents, account managers, and retail partners to resolve issues effectively.
Qualifications
Previous customer service experience (telephone/email support).
Strong troubleshooting, problem-solving, and multitasking skills.
ERP knowledge (Pronto desirable) and Microsoft Office proficiency.
Excellent attention to detail and organisational ability.
Team player with ability to work independently in a fast-paced environment.
Passion for delivering outstanding customer service and willingness to go above and beyond.
What We Offer
Friendly, office-based environment with a supportive team.
Exposure to premium appliances and after-sales processes.
Career pathway with opportunity to move from contract to permanent.
Stable weekday hours with some flexibility.
Opportunity to deliver a premium customer experience.
Diversity & Inclusion
Our commitment to diversity, inclusion, and equity is ongoing; we strive to create an environment where every individual is respected and valued.
Right to Work
Applicants must have current right to work in Australia.
Those without the right to work will not be considered.
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