Customer Service Representative

Customer Care Consultant
Leichhardt, Sydney · Full-time, in-office

The role

You'll assist warranty and after-sales support for our customers across Australia, taking the enquiry, logging the claim, booking the technician and following up until the job is closed. Our customers range from homeowners. builders, appliance retailers and our authorised service agents around the country.

What you'll actually do

• Take first contact on warranty and service enquiries by phone, email and web form
• Log warranty claims correctly the first time noting model, serial #, purchase date, fault
• Book and coordinate service calls with authorised agents
• Update customers before they have to chase you
• Work with parts, technical and sales to get service jobs moving and resolved
• Keep clean records and job status up to date

What you'll need

• A calm, clear manner on the phone and in writing an ability to problem solve and be empathetic to the customers needs
• Enough organisation skill to work with various open cases
• Experience in customer service, service coordination or scheduling such as call centre, work orders, trade counter or help desks
• Confidence with a CRM or service system, Outlook and Excel with Odoo being integrated later this year
• Appliance, whitegoods or trade-service background is useful. We'll teach you the product
• Australian residency or full time work permit applicants only