Customer Service - Sydney, Australia - Veritas Recruitment

Veritas Recruitment

Verified Company

Sydney, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Flexible working offered

Global organisation with Career growth opportunities
Fantastic offices ( Hybrid)

This role is initially a contract role until Jan 2024, there may be te opportuity to secure a perm role thereafter

A fantastic team awaits with a global brand at the top of its game, career opportunities ahead.

This role will support to the Customer Service Manager and will assist with generating and distributing regular reports and dealing with escalated questions and complaints.

In addition you will be involved in a company wide project and be the CS lead on this

Set the standard in go to Communication with our customers
Offer tailored solutions to remedy problems
Action all customer requests and ensure their concerns are addressed and requested documents are provided
Responsible for categorising and allocating team inbox on a daily basis
Assist the Customer Service Team Manager with formal complaints received ensuring they are handled within set guidelines
Handle call escalations from Customer Service Officer
Demonstrate appropriate empathy whilst remaining impartial when managing the end to end process of customer complaints and resolution
Acts as an advocate for Customer Satisfaction leading a customer first culture
Document complaint trends and communicate lessons learnt to the Customer Service Team Manager
Liaise with dealers and customers as required to resolve issues or obtain necessary information
Assist the Customer Service Team Leader with ad hoc duties as requested including, flat cancellations, novation agreements, dealer and regional manager requests.
Assist the Customer Service Team Leader with employee training and call quality monitoring
Assist the Customer Service Team Leader to develop processes and improvements for the team
Assist with preparation and distribution of all required reports ensuring trends are monitored and reported regularly

Education/Training/Experience

Minimum 2 years' experience in a customer service or inbound call centre role
Passionate about exceptional customer service and experiences
Excellent written and verbal communication skills and experience servicing customers via Telephone, E-Mail, and written correspondence
Demonstrates high levels of Emotional Intelligence and ability to modify style of customer experience
Strong attention to detail and time management skills
Ability to work in a team environment

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