Address Who Are We?
Are Direct is the largest independent distributor and wholesaler of printed media in Australia and New Zealand, on behalf of local and international magazine publishers, Are Direct, expertly manages the distribution and promotion of millions of magazines into over 3,000 retailers throughout New Zealand.
Are Direct is a core business within Are Media. Are Media is Australia’s leading omnichannel content company for women. Our brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, marie claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE.
Why Are Media?
Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:
A day of leave for your birthday,
4 days of volunteering leave each year,
An inclusive parental leave program that supports all parents, families & carers,
FREE digital access to all our titles, and
Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).
We support flexible ways of working through our Activity Based Working (ABW) model. We encourage a balance of working in the office and remotely and we believe this enables our people to do their best work.
About the role
The Contact Centre Consultant role aims to deliver frontline Customer Services to meet and exceed customer support expectations. It will interact with internal and external customers from across Australia and will be responsible for receiving inbound calls and performing outbound calls to existing customers. It will manage the interaction with customers efficiently and effectively with regard to both excellence in productivity and service quality. The role is strictly KPI and SLA focused, but it will also require contacting an existing database of customers as well as new customers.
Duties
Manage customers’ service requests, complaints, transactions and general requests received by phone, email or website
Provide information and feedback on customer trends and business processes to assist the Contact Centre Supervisor to evaluate and improve services and procedures
Provide information as required on call volumes and requested information for daily, weekly & monthly call centre reporting
Provide administration support to allow daily business processes to be enabled
Contribute to team performance and implement learnings from coaching and training
Skills and experience
Customer Service experience with direct contact with customers
Organisational skills and ability to effectively manage time
Experience in use of computerised databases and reporting tools
Proficiency in MS Office products
Are Media is committed to a diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process.
Are Media
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