Address1. The Organisation
Glen Dimplex Australia Pty Ltd is part of the Glen Dimplex Group which was founded in 1973 and considered the world's largest electrical heating business and holds significant market positions in the domestic appliance industry worldwide. With an annual turnover of AU$2.8 Billion, the Group employs over 10,000 people.
Glen Dimplex remains privately owned and finances its on-going expansion from its own resources. Fundamental to its success, is a policy of continuous investment in building brands, constant product innovation and providing its customers with the products which they aspire to
2. Position Overview
The Customer Support Agent is accountable for providing support to all GDANZ customers (internal and external) within a multi-channel contact centre. Handle in-bound and out-bound phone, email and other enquiries.
The role covers a number of areas, including but not limited to:
- Providing exceptional Customer Support in line with company guidelines
- Answering incoming phone calls and assisting our customers to troubleshoot any concerns with their appliance
- Logging requests for service using our repair management system
- Responding to emails and webform enquiries from end customers and our business partners
- Proactively following up customer commitments
- Proactively dealing with customer complaints, ensuring an efficient and agreeable solution for our end customers and business partners
- Outbound calls as required
- Maintain and adhere to OH&S procedures
3. Qualifications, Experience and Selection Criteria
Qualifications and Experience
- Previous experience in a fast paced contact centre environment, working towards KPI's
- Previous experience in complaints or case management is essential
- Knowledge of whitegoods, or experience working in a technical support function would be advantageous
- Exceptional and proven customer service skills, with the ability to problem solve
- Strong computer skills with a willingness to learn to new systems
Essential personal attributes
- Strong interpersonal skills
- Excellent personal presentation
- A technical aptitude with the ability to problem solve
Essential for all roles
- A full unrestricted Australian work permit or visa
If you are ready to contribute your skills to a company dedicated to setting the standard for Customer Support, please submit your application via our internal HR platform using the following link:
https://glendimplexau.bamboohr.com/careers/49?source=aWQ9MjI%3D
Glen Dimplex Australasia is an equal opportunity employer, celebrating diversity and committed to fostering an inclusive environment for all employees.
