AddressWe are seeking a Customer Service Officer to be based in our Port of Brisbaneoffice. Reporting to the Customer Service Team Leader, the position is customer focused and the front line of our customer engagement.
The ideal candidate will have recent experience in a Sales Support or call centre environment, be customer focussed and experienced with building relationships over the phone. The role requires a genuine desire to work with customers and satisfy their requirements via established processes and systems.
The roster would change on a weekly basis- 7am-3pm, 8am-4pm, 9am-5pm and 10am-7pm.
Key accountabilities will include:
- Provide courteous and efficient support to customers via various channels including phone and email directing those calls to the appropriate team member where appropriate.
- Address customer inquiries, concerns, and complaints in a timely and professional manner, striving for first-contact resolution whenever possible
- Provide superior Customer Service by responding in a timely manner to customer requests for product, technical or account information.
- Develop a deep understanding of our products/services to accurately assist customers with inquiries, troubleshooting, and product recommendations
- Process orders, returns, and exchanges accurately and efficiently, ensuring a seamless customer experience.
- Maintain detailed records of customer interactions, transactions, inquiries, and feedback in our CRM system.
- Monitor customer interactions for quality assurance purposes and identify opportunities for improvement in processes or service delivery.
- Collaborate with other departments such as sales, logistics, and technical support to ensure effective communication and resolution of customer issues
Skills and Experience:
- 2 to 3 years previous experience in a similar role within a medium to large business.
- Demonstrated successful track record in customer facing roles
- Experience in working with a recognised CRM system.
- Computer literacy/experience with Microsoft Office software applications.
- Exceptional telephone manner and ability to communicate with a varied customer group with a friendly and professional demeanour.
- Positive outlook and a genuine desire to help customers and exceed their expectations, with a commitment to delivering exceptional service.
- Self-motivated team player with strong inter-personal skills.
Benefits:
- Competitive salary plus super
- Benefits program with a variety of staff discounts
- Staff fuel discounts
- Vehicle salary packaging
- Employee referral bonus program
- Down to earth friendly team
- Free onsite parking.
About the Company:
IOR is a family-owned business based in Brisbane, which has been fuelling Australia’s industries for nearly 40 years. The business has been growing rapidly and consistently in the last decade in particular, and is now the only fully-integrated, 100% Australian-owned fuel company in the country. Its operations span the entire country and the entire fuel value chain: a crude oil refinery, two import terminals, a growing bulk delivery fleet, on-road and on-airport unmanned refuelling networks, infrastructure manufacturing, and proprietary fuel management technology.
IOR is proudly different. We innovate and we deliver what our customers need. We are on the forefront of technology and data capability in our industry. We invest heavily in the communities in which we operate in regional and remote Australia. We proudly invest in our people who are our family, and willingly back anyone that backs themselves.
As industry’s energy needs evolve, we look forward to working hand-in-hand with our customers and growing together as we aim to serve more people, in more places by always offering better value energy solutions.
For more information on IOR please visit our website www.ior.com.au.
