**Job Title:** Remote Contact Center Specialist
**Company:** Reliance Steel & Aluminum
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Full-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
Reliance Steel & Aluminum is seeking a dedicated and proactive Remote Contact Center Specialist to join our dynamic team. This is an excellent opportunity for an individual with a passion for customer service and a commitment to excellence. In this position, you will play a crucial role in supporting our customers by providing them with prompt and efficient service. Your contributions will directly impact customer satisfaction and retention, ultimately enhancing our brand's reputation in the industry.
**Key Responsibilities:**
- **Customer Interaction:** Serve as the primary point of contact for customer inquiries via phone, email, and live chat, delivering exceptional service with a warm and friendly demeanor.
- **Problem Solving:** Identify and resolve customer issues promptly and effectively, utilizing company resources and your knowledge to ensure customer satisfaction.
- **Product Knowledge:** Maintain an in-depth understanding of company products and services to effectively educate customers and provide accurate information.
- **Database Management:** Accurately document all customer interactions in the CRM system, ensuring that information is readily available for future reference and tracking.
- **Collaboration:** Work closely with sales, inventory, and shipping teams to ensure timely and accurate order fulfillment, maintaining an open line of communication between departments.
- **Follow-Up:** Proactively follow up with customers on pending issues, ensuring a consistent level of service and addressing any additional inquiries they may have.
- **Feedback Management:** Collect and document customer feedback and suggestions for improvement and communicate these insights to relevant departments.
- **Training & Development:** Participate in regular training sessions to improve product knowledge and skills, staying updated on the latest industry trends and practices.
- **Performance Metrics:** Meet or exceed individual performance metrics related to customer satisfaction, response time, and overall productivity.
**Requirements:**
- **Experience:** A minimum of 4 years in a customer service or contact center role, preferably in a technical or industrial environment.
- **Education:** Associate degree or equivalent experience; a bachelor's degree in business or a related field is a plus.
- **Technical Skills:** Proficiency in CRM software and Microsoft Office Suite; familiarity with VoIP technology is advantageous.
- **Personality Traits:**
- Adaptable: Able to pivot quickly in a fast-paced environment while maintaining composure and efficiency.
- Energetic: Possessing a positive attitude and enthusiasm that engages customers and team members alike.
- **Soft Skills:**
- Persuasion: Ability to influence and encourage customers to make informed decisions that align with their needs.
- Attention to Detail: Commitment to thoroughness and accuracy in all communications and documentation.
**Benefits:**
- Parental leave to support new family needs.
- Travel and spending expenses covered for business-related travel.
- Paid sick leave to promote health and well-being.
**Working Environment:**
At Reliance Steel & Aluminum, we foster an inclusive culture that promotes equality and fairness for all employees. We celebrate diversity and encourage individuals from all backgrounds to apply.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
Reliance Steel & Aluminum is an equal opportunity employer. We are committed to creating a diverse and equitable workplace and welcome applicants of all backgrounds, experiences, and perspectives. We encourage you to apply, regardless of race, gender, age, sexual orientation, disability, or any other status protected by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
