Customer Care Coordinator, Australia & New Zealand

About The Role

The Customer Care Executive is responsible for delivering effortless customer experience by ensuring all customer requirements are completely met through proactive communication, high quality and being customer focused. To contribute in achieving the company sales objectives through value added activities.

Key Responsibilities

• Deliver exceptional customer service via all channels with the goal of ensuring that customer order and enquiry needs are met while maintaining service level agreements.
• Provide effortless customer experience by proactively communicating to the customers on any updates or changes on their orders / enquiries in a professional and courteous manner.
• Contribute to the sales targets by working closely with sales and performing high level of value added activities set out by the business.
• Comply with all company procedures and policies including Code of Conduct, EH&S.
• Identify potential customer needs / opportunities to grow business by providing high human touch.
• Minimise escalation of complaints and ensure high customer satisfaction by working with the stakeholders within the end to end process.
• Proactively contribute to the ongoing development of the business processes and policies by using continuous improvement methodologies.
• Work with and support our customer service team to maintain and support customer expectations.
• Responsible for maintaining and updating customer information in SAP.
  
  

REQUIREMENTS:

• Proactive and driven in all aspects of work and be able to operate without daily supervision.
• Demonstrable RS ways of working.
• Highly motivated with probing tenacity to achieve and exceed objectives.
• Naturally strong interpersonal skills forming and maintaining positive relationship at all levels.
• Proven ability in delivering a great customer experience.
• Effective negotiator and influencer with outstanding written and verbal communication skills
• Ability to communicate complex solutions simply and concisely.
• Disciplined analytical approach to problem solving.
• Shows respects to others and values differing opinions and perspectives.
• Seizes on opportunities to create a high performing culture.
• Shows a desire to continuously learn and develop.
• Takes ownership and is confident to take risks and learn from them.
• Strong planning, prioritisation, and time management skills
• Intermediate Microsoft skills in Microsoft Office
• At least 2 years of customer service experience
• Excellent communication skills both verbal and written.
• Excellent interpersonal skills “approachable, positive, motivated, go-getter attitude”
• Appreciation and interest in providing exceptional customer service.
• Ability to sell and cross sell.
  
  

DESIRABLE:

• Proven experience of working in an Inbound/ outbound call centre environment
• Knowledge of SAP and Microsoft packages
• Proven knowledge of using CRM and QM2 functionality