Customer Service Consultant North Sydney, New South Wales, Australia Posted On 06/16/2023 Be Th[...]

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 #J-18808-Ljbffr