Customer Care Executive

Focus Recruitment is working with a leading global consumer products business to recruit an experienced Customer Care Representative to join their Australian & New Zealand Customer Experience Team, based in Prestons, NSW .

This is a fantastic opportunity for a customer service professional who enjoys building strong customer relationships, solving problems and taking ownership of enquiries from start to finish.

About the Role Reporting into the Customer Experience team, you will be responsible for providing high-quality support to customers, retail partners, service centres and internal stakeholders across a variety of customer service and after-sales enquiries.

You will communicate with customers across phone, email, e-commerce and social media channels, ensuring enquiries are handled professionally, efficiently and with a strong focus on delivering a positive customer experience.

Key Responsibilities

• Manage inbound enquiries from customers, retailers and service partners across phone, email, e-commerce and social channels
• Take ownership of enquiries and ensure they are followed through to resolution
• Assist with warranty enquiries, replacement orders, spare parts and e-commerce orders
• Provide first-level troubleshooting and product support where required
• Manage escalated enquiries through the CRM system and ensure appropriate follow-up
• Investigate customer complaints, gather relevant information and assist with finding suitable resolutions
• Identify complex or high-risk issues and escalate them to the appropriate team
• Respond to website and social media enquiries within agreed timeframes
• Work closely with Sales, Finance, Warehousing, Logistics, Technical, Marketing and Customer Service teams
• Maintain accurate customer records and ensure orders and enquiries are processed correctly
• Meet agreed customer service, call handling and response KPIs
• Follow all relevant processes, procedures and company guidelines
• Communicate effectively with internal and external stakeholders
• Assist with additional customer service and administrative tasks as required

About You We are looking for someone who has:

• Previous experience in customer service and/or a call centre environment
• Excellent written and verbal communication skills
• A strong customer-first approach with genuine empathy and patience
• The ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and accurate data entry skills
• Excellent problem-solving and troubleshooting abilities
• Experience using CRM systems and Microsoft Office
• Basic to intermediate Excel skills
• The ability to remain calm and professional when dealing with challenging situations
• Strong organisational skills and the ability to work to deadlines and KPIs
• A proactive, positive and solutions-focused approach
• The ability to work independently while also contributing positively to a team

What’s on Offer

• Opportunity to join a well-established global consumer products business
• Work alongside a supportive and collaborative Customer Experience team
• Prestons-based role
• Variety across customer service, e-commerce, retail and after-sales support
• Opportunity to develop your customer service and product knowledge
• A fast-paced environment where your contribution directly impacts the customer experience

If you are an experienced customer service professional who enjoys helping people, solving problems and taking ownership, we would love to hear from you.

Apply now through Focus Recruitment.