Customer Service Representative - $60,000 + Super

Summary about this job

Detail information about job Customer Service Representative - $60,000 + Super. Terms and conditions vacancy

Customer Service Officer Position overview:

Reporting to the Head of Operations and working as a vital member of a small and dynamic sales and customer service team, the Customer Service Officer is primarily tasked with maintaining and improving the customer service experience provided to my client's customers.

Required skills, abilities and attributes

• Excellent phone-based and face-to-face communication skills – both verbal and written
• High level ability to work harmoniously and effectively in a team environment
• High level numeracy, literacy and problem-solving skills
• Sound level of computer skills and proficiency in MS Office apps (in particular Excel and Word)
• High level of personal drive to achieve agreed activity targets
• High level of effective time management to ensure completion of key tasks in an environment in which competing priorities are the norm
• A basic understanding of computer-related technology and the typical systems (and related components) that are currently used by Australian business
• A familiarity with well-known IT brands such as HP, Lenovo, Dell, Juniper and Cisco
• A strong interest in technology and genuine enthusiasm for assisting customers to implement technology-based solutions to improve their business
• A genuine ‘can do’ attitude and a strong desire to deliver excellent customer service experiences

Task, Duties and Responsibilities - Including, but not limited to the following: Primary:

• Answer the phone and handle inbound enquiries
• Capture phone-based enquiries and provide written (email) play-back of customer requests and requirements
• Prepare and follow up on sales quotations
• Receive and process orders in the job management system
• Provide regular updates to customers on the ETA of their orders
• Resolve customer service issues if they occur
• Ongoing follow up to ensure the customer is satisfied and inclined to purchase from Touchpoint in the future

  
General:

• Adhere to existing quality control systems to ensure all hardware supplied is of an excellent standard
• Maintain a high level of accuracy and attention to detail in all work practices
• Provide ‘Outstanding Customer Service Experiences’ to all clients
• Maintain a detailed, comprehensive and continually-updated task list to ensure maximum effectiveness and productivity
• Ensure effective and timely delivery of all commitments to customers and colleagues
• Assist other staff and departments as required and perform any other reasonable duties requested by management

  
Estimated time allocation to key duties:

• Outbound calling, emailing, customer contact and follow up – 50%
• Handling inbound enquiries – 25%
• Other duties – 25%

Hours: Monday to Friday, 8.30am to 5.00pm (1hr for lunch)