Customer Service Representative

The Customer Service Representative will join our close-knit team at our Head Office in Chatswood. This role offers professional development in a diverse work environment, alongside individuals who are all focused on achieving strong Customer Service outcomes.

As a Customer Service Representative, you will be the first point of contact for enquiries, providing assistance and directing calls to the relevant team. You will handle inbound calls and emails, ensuring that each customer interaction is handled professionally and efficiently.

Primary Responsibilities:

• Answer inbound calls from customers.
• Provide resolutions to customers concerns, and feedback, and booking enquiries.
• Provide accurate information about URM services.
• Assist customers with bookings, rescheduling, processing returns, and other ad hoc queries.
• Escalate issues to the appropriate department when necessary.
• Follow up with relevant department/team to ensure queries have been addressed.
• Utilise URM CRM platforms accordingly to successfully capture and record data. 
• Meet or exceed performance targets for call handling, resolution time, and customer satisfaction.
• Collaborate with team members and other departments to improve processes and enhance the customer experience.

The ideal candidate will come from a similar background where they have customer centric experience.  

Personal attributes must include:

• Highly organised to operate in a diverse environment,
• Excellent telephone manner and interpersonal skills,
• Computer literate and familiar with Microsoft Office efficiency packages- or the ability to learn promptly,
• Self-starter and highly motivated,
• Ability to work in a team environment.

The Rewards:

• URM promotes health, happiness and productivity for their staff members and offers a complimentary Platinum Gym Membership to all employees at Head Office
• For the right individual, a position within our company provides long-term career prospects and the chance to join a merit-based organisation with a proven history of promoting from within.