Customer Service Representative - Clayton, Australia - Bosch Group

Bosch Group

Verified Company

Clayton, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Company Description

With a proud history dating back 136 years, the Bosch Group now employs roughly 400,000 people across 165 countries. As a leading IoT company, Bosch offers innovative solutions for smart homes, smart cities, connected mobility, and connected manufacturing. The Bosch Group's strategic objective is to deliver innovations for a connected life. Bosch improves quality of life worldwide with products and services that are innovative and spark enthusiasm.

In short, Bosch creates technology that is "Invented for life." To this day, Bosch remains privately owned, with 94% held by a charitable trust.

Bosch is a rather special company.

Bosch Automotive Service Solutions (BASS), a company within the Bosch Groups' Automotive Aftermarket Division, is a global Tier 1 partner to the Automotive and Industrial OEM's and Importers providing solutions in the areas of:

Special repair tools and workshop equipment,
Diagnostic software and hardware,
Training and authoring and
Services & consultancy.

Job Description:

We are currently offering an opportunity for a highly motivated and enthusiastic individual to join us as a Customer Service Representative.

This role is based at our Head Office in Clayton / can be a hybrid home office-based position.

This is a wonderful opportunity to grow and develop in this dynamic global organisation

Position responsibilities will include:

Providing outstanding customer experience through fast, efficient and precise handling of customer requests
Management of all incoming customer enquiries
Coordination of customer requirements with sales team
Maintaining up to date customer enquiry data in the Salesforce system
Coordinating all backorder details and processes

Specific duties include but not limited to

Managing and action customer backorders information with relevant departments.
Closely aligning customer requirements with relevant departments to ensure customer enquiry is resolved in a timely manor
Escalating customer queries to the responsible department or Head of Customer Service as required to ensure Service Level is achieved
Data entry of customer orders into the Bosch ERP system (SAP)
Maintaining accurate case data in the Salesforce CRM system (i.e., correct account, contact, inquiry type)
Reviewing own performance of customer service metrics and provide insights as to obstacles or improvements to Customer Service Team and Head of department on regular basis

Qualifications:

We are looking for a conscientious customer service professional with the ability to work across multiple business units, manage diverse topics and priorities, establish effective relationships and influence and inspire change across all levels of an organisation.

You should be able to demonstrate the following:

Significant demonstrated experience in a customer service role
Excellent communication skills (written and verbal)
Great at connecting with customers
Naturally curious, resilient, empathetic
Passionate about providing an excellent customer experience
Proactively takes ownership and leads resolution of complex problems
Openness to navigate new technology or processes; as well as to proactively recommend improvements
SAP experience
Salesforce experience
MS Office Suite experience

Additional Information

Bosch Automotive Service Solutions is an Equal Opportunity Employer and seeks to attract and retain the highest caliber of employees.

In addition, there is the opportunity for ongoing professional development and the chance to work with a friendly team within a large progressive international organisation.

Benefits includes flexible working, participation in annual bonus program, income protection insurance, superannuation above government requirement, potential annual healthcare reimbursement (single coverage) and discounts on Bosch products.