Customer Service Representative

Job Title: Customer Service Representative

Reporting to: Customer Service Team Leader

Direct Reports (if appropriate): N/A

Key Relationships: Installation Team Leaders, Customer Success Team, Production Managers, In-Home Sales Representatives

Location: Based – Fyshwick, ACT

 

Purpose

Our Customer Service Representatives deliver superior service to our internal and external customers throughout their entire journey with Watson Blinds, from initial contact to after-sales support. They engage with our customers with due accountability to deliver results that inspire future sales and recommendations. They make judgements and decisions in line with our values and code of conduct. 

 

Responsibilities

  • Actively engage in training and workplace activities to further develop integral skills required to complete your responsibilities
  • Provide service to customers making enquiries in the showroom
  • Respond to all customer enquiries via email and SMS within 24 hours. Acknowledge receipt and take appropriate action
  • Take inbound calls responding to customer enquiries demonstrating experience and ease
  • Make outbound calls responding to customer enquiries and follow-ups required
  • Explain the process the customer will go through on their journey with ease and excitement to ensure customers are pre prepared for appointments and lead times.
  • Maintain accountability and integrity – follow up on your promises to ensure that what has been guaranteed is completed including post conversation and customer interaction
  • Take payments from customers securely for upcoming works and supply parts
  • Multitask calls, emails and enquiries identifying priorities and scope of urgency
  • Other duties as directed. 

Requirements

  • Exceptional communication and interpersonal skills to support customers as well as key internal stakeholders
  • Values which align with ours – Quality, Integrity, Ease, Experience
  • Computer literate – proficient at using customer relationship management databases effectively (our CRMs of choice are Buz and Zendesk, and we use G-suite, so you need to be prepared to work with All Things Google. If you’re more used to Microsoft, this will be another string to your bow!)
  • Experience in a similar role would be advantageous, but more important is a flair for problem-solving, a flexible attitude and “can do” approach 
  • Outstanding organisational skills and the ability to manage your time effectively
  • Able to meet tight deadlines, but keeping your attention to detail as you work with competing priorities in a fast-paced environment
  • Demonstrated ability to work under minimum supervision and as part of a team

 

$ aligned with duties and experience – other benefits include:

  • Autonomy, but with a supportive management team and work environment
  • Job security with a well established business
  • Uniform
  • Birthdays off
  • Awesome team culture!

We will be assessing applications as we receive them and looking to fill the position quickly, so get in touch and let us know why you are interested! Confidentiality is assured for all applicants.

If you would like further information about the role, please email recruitment@watsonblinds.com.au or call Fiona Collis on 02 6192 6832.

To apply for the role, please submit your application through our advert on SEEK.

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