Address- $34 - $38 per hour + Super, depending on experience | ASAP Start
- Amazing & supportive team culture | Hybrid – Mascot + WFH
- 6hour days between 8am-6pm Monday to Friday | Temporary with a view to go perm
About the Company
Located in Mascot our client is a global leader in the freight transport and logistics Industry with multiple sites across the globe.
About the Role
They are currently seeking multiple Customer Experience Consultants with Contact Centre experience to join their team in Mascot, with some flexibility to work remotely from home. This is a 30hour per week, 6hour day between 8am-6pm Monday to Friday role. This is a temporary vacancy with a potential to transition into a permanent for the right applicant.
Reporting to the Manager, you will be required to undertake outbound customer satisfaction calls to identify areas of concern and continuous improvement opportunities to improve customer loyalty.
Responsibilities
- Undertake outbound customer care and Customer Experience calls
- Deliver professional and empathetic customer service, maintaining composure
- Capture, process and lodge accurately customer feedback into the system
- Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
- Gather, collate and investigate complaints to resolution
- Facilitate the resolution of complaints
- Assign feedback to relevant team leads
- Follow up on completion of second calls with team members and leads
- Drive and promote organisational values and culture
- Inform and educate team highlighting areas for continuous improvement
- Contribute to continuous improvement initiatives, processes and procedures to enhance Customer Experience
- Provide support to the Manager
- Adhere to Contact Centre daily and monthly KPI’s
About you
- Impeccable communication skills, both verbal and written
- Empathetic nature with remarkable interpersonal skills
- Professional, resilient and confident with a customer service delivery focus
- Solid problem solving, negotiation and conflict resolution skills
- Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Remains calm under pressure, agile and adaptable
- Proactive, takes responsibility and accountability
- High attention to detail
- Driven, motivated with the commitment to excel
- Strong computer literacy and proficiency with MS office suite and CRM systems
Requirements
- Demonstrated Customer Experience, satisfaction, retention or complaints experience
- Proven experience with a high volume Contact Centre environment
- Exposure to process improvement methodologies
- Previous success in achieving targets through promoting and selling service delivery
- Willingness to undergo a National Police Check
- Reliable remote internet access and ability to work unsupervised
- MUST be flexible to work 30hours per week, 6hour days between 8am-6pm Monday to Friday
- Ability to commence and commit to the duration of the assignment
How to Apply
For other similar roles currently available, please go to our jobs page https://www.alexanderappointments.com.au/job-results
We also encourage you to visit our website and create a job alert that will immediately flag you when new opportunities appear https://www.alexanderappointments.com.au/job-alerts
