Customer Service Representative

About the role:
Our client is a well-known and highly respected global brand in the electronics industry. This position will be based at the Sydney Olympic Park Office working on a 4 days in office and 1 day WFH set up. 
 
This role will manage all customer enquiries and complaints in relation to product or service failures purchased through Online Store and Retailer and provide appropriate remedy & support in accordance with company policy and adherence to Australia Consumer Law.
   
Duties and Responsibilities:  

• Managing Customer warranty claims and complaints in relation to product failures, delivery issues, payment issues in relation to products purchased from the Online Store.  
• Abide and uphold Australia Consumer Law  
• Successfully handle complaints and difficult customers  
• Liaise with internal teams to reach swift resolutions  
• Manage and submit Refunds, returns and replacements through Ecommerce Online Portal.  
• Customer updates; timeline for repairs and reassure/facilitate a smooth progression of products to technicians/repair centres  
• Liaising with logistics and service partners to trace deliveries, returns and assessments.  
• Managing individual complaints in relation to online purchases.  
• Following up with external partners and updating customers of status for their orders.  Inspecting and liaising with logistics for delivery failures, damaged products and missing items.  
• Answering inbound calls direct from customers and contact centre in relation to queries related to Ecommerce issues.  
• Following up with customers on failed payments for online orders and wrong orders.  
• Creating ad hoc reports in relation to failed payments and summary of pending issues.

• Experience within a call centre/customer service environment 
• Strong verbal and written communication skills with the ability to connect with a range of individuals
• Highly motivated with strong organisational & priority management skills
• Ability to build and maintain long term business relationships 
• Problem solving & conflict resolution skills. 
• Ablity to cope with high work volumes and preassure while meeting tight deadlines.

• Generous discount on company products 
• Access to discounts and special promotions with retail partners 
• Access to wellbeing platform 
• Heavily discounted gym membership 
• Onsite parking 

Juma Mrisho

juma.mrisho@people2people.com.au

1300 121 727

New South Wales