Contact Centre Agent – Inbound (Casual To Permanent)

Contact Centre Agent – Inbound (Casual to Permanent)

Are you ready to shine as the next Modern Star Super Star? Join our team and be part of a vibrant, high-growth organisation where opportunities for career advancement abound. At Modern Star, we're not just about selling teaching resources and big-brand toys – we're about making a real difference in education and childcare. If you're passionate about customer service and thrive in a dynamic environment, we want you on our team.

A Quick Glance:

• Position:Casual to Permanent full-time (Monday to Friday)
• Location: Brookvale office-based (with Work from home available once on a permanent contract)
• Hybrid / WFH Availability / School Term Hours only: Available after training and probation
• Benefits:
  • Employee Assistance Programme
  • Online training platform access
  • Rewards and Recognition Programmes
  • Vibrant team culture with regular events such as Monthly Birthday Cake Day, BBQs, grazing days, and Secret Santa. There’s something for everyone, bring your appetite.

Why Modern Star:

At Modern Star, we've been delivering top-quality teaching resources and toys since 1956. But we're not stopping there – we're on a mission to ensure that everyone can learn, lead, and play. Our focus on supporting educators and engaging children across Australia and New Zealand sets us apart. Join us and be part of a purpose-driven organisation where you can truly make a difference.

Role Objective:

Your primary objective will be to ensure high levels of customer satisfaction by promptly resolving queries received via our Contact Centre channels (Phone, live chat, email). You'll play a crucial role in servicing our customers to the highest standards and enhancing overall customer satisfaction.

What You'll Do:

• Support our customers (educators and toy retailers) during all aspects of their journey with Modern Star’s companies.
• Support Modern Star’s relationships with customers and partners.
• Manage customer and representative enquiries via Salesforce, phone, live chat & email.
• Thoroughly investigate customer enquiries to identify the root cause and provide comprehensive feedback to management.
• Utilise knowledge, guidelines, and systems to find solutions to assist customers with their needs
• Accurately process customer orders and other related transactions
• Follow up and resolve customer enquiries with the goal of achieving first-contact resolution.
• Liaise with distribution and logistics teams regarding stock and delivery times.
• Collaborate with multiple internal and external stakeholders to deliver excellent customer and business outcomes.
• Coordinate with sales reps and account managers to ensure seamless customer experiences.
• Process online card payments securely and efficiently
• Handle credits, returns, and replacements with care and attention to detail.
• Provide product information and recommendations to customers.
• Assist customers with product troubleshooting and technical support.
• Proactively identify and escalate any potential issues to relevant teams for resolution.
• Maintain accurate records of customer interactions and transactions.
• Continuously seek opportunities to improve processes and enhance customer satisfaction.
• Provide quality service with every interaction.

Technical Skills (Advantageous but not Essential):

While not mandatory, proficiency in the following technical skills would be advantageous for the role:

• 365 Products: Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as SharePoint.
• Salesforce: Experience with Salesforce CRM software for managing customer relationships and interactions.
• Single Sign-On Solutions and Authenticators: Understanding of single sign-on (SSO) solutions and authentication methods to enhance security and streamline access to systems.
• Cyber Security Awareness: Knowledge of basic cyber security principles and practices to help safeguard customer data and maintain privacy.

These technical skills, while not required, can enhance your effectiveness in the role and contribute to delivering excellent customer service experiences. If you possess any of these skills, be sure to highlight them in your application.

Why You're Perfect for Us:

As a success-driven Contact Centre Agent, you'll lead the charge in delivering excellent customer service and building strong relationships with our valued clients. Your passion for customer service, attention to detail, and ability to think outside the box make you the ideal candidate for this role. Plus, your experience in Call Centre, Customer Service, Admin, or Retail environments will be highly beneficial.

• Experience in Call Centre / Customer Service / Admin or Retail background
• Passion for customer service
• Keen eye for detail
• Exceptional phone etiquette and written communication skills
• Ability to handle difficult customers with tact and professionalism.
• Initiative to think outside the box and follow set processes.
• Enthusiastic with a can-do attitude.
• Organised and eager to learn.
• Thrive in a team environment while also able to work autonomously.
• Experience with Salesforce is advantageous but not essential.

If you're ready to embark on an exciting journey with Modern Star and be part of our success story, apply now and unleash your potential!

We are accepting applications from Australian permanent residents.

How to Apply:

Send your CV to ******@modernstar.com and note availability for interviews.