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Form of workAbout us:
Australian owned and operated we are a manufacturer, provider and installer of Blinds, Doors, Shutters and Awnings. With over 50 years of industry know how and experience, Wynstan is going from strength to strength with the business operating over 31 showrooms across NSW, VIC and California USA.
Benefits:
The successful candidate will be offered:
- Growth and development opportunities within a fast growing, leading business in the manufacturing industry
- A dedicated training program to equip you with the knowledge and skills for success
- Generous discounts for family and friends on a wide range of products
- Workplace flexibility
- A great company culture and stability within a growing organisation
Purpose of the role:
The Customer Service Officer role is positioned to support customers with finding solutions to issues and concerns related to the services and/or products they have received from us.
This role requires exceptional negotiation and communication skill sets to work with multiple internal and external stakeholders, partners and customers.
Candidates should be able to position an “outward in” view, understand basic investigative strategies and have exceptional ability at delivering outcomes.
The Opportunity:
The successful candidate must be available to work Monday to Friday 9:00am to 5:00pm
The Customer Service Officer contributes to the success of the business by engaging directly with customers and ensuring best possible outcomes whilst resolving complex concerns. They are primarily responsible for responding to customer complaints via phone, email, or online chat portals. calls.
This role requires end to end ownership and attention to detail to ensure that solutions are delivered as agreed.
As the Customer Service Officer, you'll be responsible for creating a positive and lasting impression with all customer concerns, ensuring our targets and response rates are achieved.
Reporting to the Customer Service Manager, and working within a dynamic team, you'll be the key contact for inbound calls customer concerns.
Responsibilities:
The responsibilities of the Customer Service Officer are:
- End to end ownership and accountability of the customer experience
- Inbound Contact from Showrooms, Customers and Technicians
- Updating and awareness of feedback registers and continuous improvement opportunities
- Written customer communications including Acknowledgements, Updates and Resolution letters/emails
Key performance indicators to be met
Criteria:
- Professional phone manner
- Knowledge of Customer Journey and Customer Experience principles
- Strong listening skills
- Strong investigative skills
- Strong decision making skills
- Negotiation and de-escalation capabilities
- Tactical and Strategic thinking
- Attention to detail whilst not being “stuck” in the detail
- Ability to work as part of a team whilst also being able to work independently and bring solution orientated outcomes to the table
- Microsoft Office 365
- Fluent in English
- Both written and verbal communication
- Ability to be proactive in driving outcomes
As part of our core company values:
We give back and contribute positively to our communities and our environment.
We strive to create a diverse, equitable and inclusive place for our staff members, leaders, potential candidates, visitors and respected consumers.
