Job Description - Customer Service Representative (040K4)

Job Description

Customer Service Representative

AU-NSW-Sydney

Description

Position Summary

Customer Service Representatives (CSRs) work with owners and prospective buyers to earn and retain their loyalty with our customer, a globally recognized provider of high-quality automotive products and services. Accomplished by understanding needs and concerns through carefully listening to customers via inbound calls, CSRs assist through use of knowledge base and support resources to provide timely resolution on wide range of queries. Where unable to assist in a single interaction CSRs are able to document and escalate concerns to the appropriate point of contact, who then provide ongoing assistance to ensure the customer is back on the road as soon as possible.

Duties and Responsibilities

Handle phone calls using typical contact centre technology;

Communicate effectively in verbal and written interactions with internal and external stakeholders;

Provide quality customer service with a focus on concern resolution;

Utilise time management skills and manage work priorities;

Accurately enter and retrieve data in our CRM;

Support a healthy team environment while managing own work under guidance;

Provide specialised assistance to customers on a range of products or services, including complaint and fault inquiries;

Use multiple systems in synergy to determine appropriate resolution steps;

Where required, assisting in managing mailboxes to co-ordinate written responses to internal and external stakeholders;

Where required, assist with supporting new team members;

Follow occupational health & safety policy and procedures;

Attend training courses and manage professional development;

Manage customer relationships and liaise effectively with stakeholders;

Assist in special projects and participate in any other duties as requested;

Adhere to global company values.

Education

Completed a High School Certificate

Experience

At least 1 year of work experience in a customer service role.

Communicates both verbally and in written correspondence at an above average standard.

Skills

High level of trust and integrity;

Strong verbal and written communication skills;

Detailed listening skills;

Strong customer service, interpersonal, and relationship-building skills;

Time management and ability to prioritize projects and customer needs;

Conflict resolution skills – listen to the customer;

Strong English language, oral and written, with grammatical knowledge and etiquette;

Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation;

Use of technology for product resourcing to resolve customer issues;

Typing Skills (minimum 30wpm);

Knowledgeable in MS Office, Email, SMS and Chat;

Ability to work through multiple computer screens;

Ability to work calmly under pressure;

Displays professionalism in demeanor, language, and appearance

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