Contact Centre Representative

5 days ago

Sydney, New South Wales, Australia Daikin Full time

Our Company

Daikin has a solid history and reputation in holding its number 1 position in the global market for air conditioning. The foundation of its success and continued growth is truly in our people, who strive and are encouraged to do remarkable things, including thinking differently and being open to new possibilities.

At Daikin Australia, we live and breathe our core values of Absolute Credibility, Enterprise Management and Building Harmonious Personal Relationships. We prioritise fostering positive relationships with clients, colleagues and stakeholders to create a collaborative and supportive work environment for all.

Looking ahead, we anticipate the global demand for air conditioning will grow exponentially. Our vision at Daikin after reaching our 100th anniversary globally, is to continue our commitment to environmental awareness and commit to advancing technology to promote sustainable practices.

About the role

Reporting to our Call Centre Team Leader, the role as a Contact Centre Representative will be to manage the high-volume inbound customer calls but not limited to:

- Identify customer needs and provide accurate information, guidance, or resolution
- Handle customer complaints or issues with empathy and professionalism
- Process service requests, update customer records, and escalate complex issues when necessary
- Follow communication scripts, processes, and quality standards
- Meet or exceed KPIs such as call handling time, customer satisfaction, and first-call resolution
- Work collaboratively with team members and other departments to ensure seamless customer experience
- Maintain knowledge of company products, services, policies, and procedures
- Proactively identify areas of improvement to enhance customer experience

This role involves rostering between 8AM - 4PM, 9AM - 5PM or 10AM - 6PM shifts between Monday to Friday. The first 6 months will require onsite training & on-going development.

Currently offering immediate start if available

About you
- Previous Call Centre experience is preferred
- Previous experiences in customer service/hospitality are ideal
- Ability to work under pressure whilst maintaining attention to detail
- Strong verbal & written communication skills
- Manage and handle difficult customer interactions with genuine care
- Reliable, respectful, punctual and committed to delivering quality customer service
- Self-motivated individual with an ability to work collaboratively in a team environment

Why join us?
- People Centric Management
- Collaborative work environment fostering a positive team culture.
- Competitive salary + Superannuation + Performance bonus
- Equipment for work will be provided such as Work Laptop, Work Phones
- Provided with on-the-job training for continuous career growth opportunities
- Discounted Bupa Health Fund
- Flare Benefit - Discounted gift card, novated lease, discounted health/car/home loan
- Be part of a global number 1 company in HVAC
- Be part of a dynamic team that values innovation, collaboration and personal growth.
- Free parking on site

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Daikin Australia is an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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