AddressLet's be unstoppable together!
Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behaviour. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world's leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.
At Circana, we are fuelled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com.
What will you be doing?
Being a Customer Service Representative for Circana Shopper Panel, you will provide support on a range of enquiries whether it be helping a panel member install scanner software on their smartphone or assisting them with scanning their shopping via the scanner app whilst engaging and retaining our panel members.
The target is to ensure excellent service standards, respond efficiently to member inquiries and maintain high member satisfaction. If you are the type of person that enjoys variety, being proactive and contributing ideas to drive both engagement and customer success you will enjoy this role. It really is an exciting, busy and varied role!
Job Responsibilities
Manage inbound and outbound calls during regular business hours, this will include;
- Communicate with panel members and coordinating their resources
- Building sustainable relationships and trust with panel members
- Handling member complaints, providing appropriate solutions and alternatives within the time limits
- Following communication procedures, guidelines and policies
- Liaising with internal departments when required
- Identifying and assessing members needs to achieve satisfaction
- Timely execution of all tasks
Requirements
Experience in a call centre, or similar Customer Service role (inbound or outbound), preferred.
- Minimum 1 year experience with a ticketing system, e.g. Zendesk/ Salesforce
- Strong customer support/service skills
- Ability to multi-task, prioritise, and manage time effectively
- Excellent verbal and written communication skills
- Hands-on approach, ability to priorities your day in a fast-paced environment
- A genuine passion for dealing with people
- Keen eye for detail with a can-do attitude
- Microsoft office (Excel, Outlook, Word)
Circana Behaviours
As well as the technical skills, experience and attributes that are required for the role, our shared behaviours sit at the core of our organisation. Therefore, we always look for people who can continuously champion these behaviours throughout the business within their day-to-day role:
- Stay Curious: Being hungry to learn and grow, always asking the big questions
- Seek Clarity: Embracing complexity to create clarity and inspire action
- Own the Outcome: Being accountable for decisions and taking ownership of our choices
- Center on the Client: Relentlessly adding value for our customers
- Be a Challenger: Never complacent, always striving for continuous improvement
- Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
- Commit to each other: Contributing to making Circana a great place to work for everyone
Location
This position can be located in the following area(s): Sydney
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