The Customer Support Representative provides an exceptionally high standard of customer service by assisting with booking and coordinating service calls.
12th November, 2024 Billi is a leading provider of superior instant filtered boiling, chilled, and sparkling water systems in Australia.
We are fully committed to ensuring that our customers receive the best possible quality of products and services.
The Customer Support Representative provides an exceptionally high standard of customer service by assisting with the day-to-day booking and coordinating of service calls to ensure timely attendance.
They provide technical support to accomplish first call customer resolution.
This role aims to provide key accounts with a customized, fast, and efficient service regarding proactive maintenance to all Billi products on site.
Key Responsibilities
Conduct day-to-day booking & coordinating of service calls to ensure timely attendance at all times.
Confer with customers throughout the work order process to keep them informed of the status of the job, to solicit and resolve inquiries and complaints, to obtain approval of additional costs, such as parts, labour, replacement units, and to procure information and materials needed by Service Agents or Service Technicians to complete work order.
Manage NetSuite & Salesforce to ensure all data is up to date and accurate.
Proactively liaise with Service Agents to ensure customer jobs are completed on time and to required standards.
Provide first level technical support over the phone.
Interview customers to acquire information and explain available services.
Handle and resolve customer complaints or special requests via phone, email & Webchat in a professional manner.
Refer complaints of service or product failure or errors to appropriate personnel for investigation.
Communicate solutions, successes, and opportunities to the Customer Support Manager.
Assist clients with service enquiries.
Coordinate customer requirements with other appropriate departments as necessary to ensure effective customer service.
Re-attend and installation from sales orders.
Process credit card payments.
Skills and Experience
Year 12 VCE Professional and friendly phone manner Proven customer service skills & experience Proven conflict resolution skills Apply For Job
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