Customer Care Consultant

Metricon Homes, Australia’s largest home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Based in our stylish Mount Waverley Head Office, work within the busy National Customer Care team in this highly rewarding but challenging role. As a Customer Care Consultant, you will be responsible for investigating customer complaints and providing high quality communication from inception to resolution.

Reporting to the State Customer Experience Manager, your responsibilities will include: Monitor and respond to complaints and feedback via inbound phone, email, and online channels efficiently and effectively

Regular phone and face to face interaction with internal and external customers when possible

Influencing and driving a customer centric culture

Receive incoming phone and email communication from existing and potential customers, taking action to address issues raised

Use superior listening and questioning skills, supporting effective communication whilst building rapport with customers

Efficiently capture and interpret customer information

Manage difficult customer situations, handling objections where necessary, by responding promptly to their needs and providing a high level of service and assistance

Ensure customers are highly satisfied with their experience after each interaction

Ensure all communication (both written and verbal) is in accordance with Metricon standard guidelines for issue responses

Maintain ongoing communication with the customer, as appropriate and agreed throughout the case journey to ensure satisfaction and completion is reached

Ensure Metricon is always represented in a professional manner

Build and nurture relationships with internal stakeholders to support effective case management Regular meetings with internal stakeholders to discuss and resolve customer issues

Utilise the CRM and other business systems to capture case details effectively and accurately Receive, investigate, then draft and deliver business outcomes for customer complaints

Act as the point of contact and triage for issues raised and follow business process for escalation and complaint handling Effectively identify and escalate priority issues requiring specialised attention

Responsiveness to communication, both customer and stakeholder, is timely and achieves exceptional service levels and KPI’s; and

Exhibiting personal attributes that foster positive interpersonal relationships.

Metricon will offer you: Free parking onsite and just off the Monash Freeway on Blackburn Road, Mount WaverleyBe supported by a Management Team that has a Culture Where You MatterOn-going learning and development opportunities to help build your skills and reach your potential - whether through nationally accredited courses, our highly engaging e-learning portal or other comprehensive training programs

Metricon Homes – Australia’s largest Home Builder for the 8th Consecutive YearWe promote mentoring and provide genuine opportunities for role progression, along with a competitive salary, and salary package opportunities

Attractive housing discounts on our award-winning homes

You Matter! Physical fitness, free flu vaccinations, nutrition and mental well being are just some of the programs we sponsor at Metricon to address your well being24/7 access to our LifeWorks confidential support program which includes coaching for success and navigating personal and work challenges; and

Exclusive access to building discounts, supplier / trade discounts, and retail discounts with big name brands through our rewards platform.

The successful candidate will have: Have strong analytical skills in assessing complex information and providing superior end to end customer service

Previous experience in a complaints resolution or case management role

Understanding of the building industry and customer journey

Highly developed written and verbal communication skills

The capacity to multi-task, set priorities and meet deadlines

Intermediate Microsoft Word, Excel and Outlook computer skills and exposure working with database systems. Previous experience using a CRM or case management system; andA GREAT ATTITUDE!!!

This role requires a national police check to be undertaken on the successful applicant.