Jobs

    Customer Service Consultant - North Sydney, Australia - INTERTEK

    INTERTEK
    INTERTEK North Sydney, Australia

    1 week ago

    Default job background
    Full time
    Description

    Purpose of the Role:

    Using technical expertise and a strong customer focus to ensure the very best
    online-store user experience, with excellent service and customer education.

    Responsibilities:

    • Resolving, in first contact, customer enquiries received by phone, email and/or chat

    • Owning complex issues to resolution, with regular progress updates to customer/s

    • Promoting the benefits of using the online store, helping customers to
    self-serve for future purchases

    • Keeping up-to-date with Industry changes to understand how SAIG
    products/services meet customer needs

    • Identifying opportunities for new solutions and referring qualified leads from
    customers to Sales

    • Knowing when online/contact activity may impact other customers and
    acting quickly with stakeholders to inform & resolve

    • Achieving, or exceeding, agreed KPIs so overall team goals are met
    for the best customer experience possible

    • Processing back-office, or other customer-focused, duties to ensure
    customer SLAs are met or exceeded

    • Actively contributing to regular team meetings and regularly attending
    company-wide information/training sessions

    Education/Professional Qualifications:

    • High School Certificate (HSC) or equivalent

    • [Desirable] Customer Service Institute of Australia (CSIA) : Certified
    Customer Service Professional, or similar

    Work Experience Required:

    • Customer Service Inbound Contact Centre (Email/Online Chat, as well as Phone)

    • Salesforce

    • Data Entry

    • MS Office Basic or higher (MS Word, Excel & PowerPoint)

    • [Desirable] ISO 9000/ISO 9001

    Key Competencies:

    • Working with People

    • Writing & Interpreting

    • Learning & Research

    • Delivering Results & Meeting Customer Expectations

    • Following Instructions & Procedures

    • Adapting & Responding to Change

    • Coping with Pressures & Setbacks

    • Achieving Personal Work Goals & Objectives

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