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Customer Service Representative
3 months ago
CUSTOMER SERVICE REPRESENTATIVE
Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.
WHAT IS A CUSTOMER SERVICE REPRESENTATIVE?
Our awesome client, a leading food manufacturing company based in Australia is looking for a CUSTOMER SERVICE REPRESENTATIVE to be part of their growing team.
The purpose of the CUSTOMER SERVICE REPRESENTATIVE is to work within a defined framework to drive incremental sales of convenience meals to customers including (but not limited to) people who are a participant of the National Disability Insurance Scheme (NDIS), customers who access Federal Government aged care funding who are either self-managed or managed through an Aged Care Provider, and private customers.
This role is recognised as a direct B2C customer relationship and is crucial to providing a consistent customer contact point.
The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile.
WHAT WILL BE YOUR MAIN RESPONSIBILITIES?
The role is comprised of primary and secondary objectives:
Primary Objective – Customer sales
Receive inbound & conduct outbound calls to current and newly onboarded customersImprove value per order through upselling of mealsComplete sales tasks correctly within approved business systemsResolve customer issues at point of contact, within delegationSecondary Objective – Complimentary administrative tasks Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of servicesCommunication with the Care Field Team on the allocation of leadsInstigate general enquiries, feedback and QA workflows into upline delegationsKey ResponsibilitiesInbound Telephone Calls/Emails:
Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries)Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer recordsResolve enquiries efficiently and empathetically within delegation and refer on and escalate efficientlyOutbound Telephone Calls/Emails:Facilitate outbound communications to customers / clientsUpdate, upsell, renew orders or assist with funded plansFacilitate a variety of administrative tasks to third parties relating to schedule of servicesLiaise with external stakeholders on the status of a customer's service Customer Order Processing: Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiriesFacilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processesMaintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environmentPeople and SafetyCommit to safe work procedures and lead safe work behaviours, including matters relating to fitness for work and wellbeingDemonstrate and support values and behaviours within the work environment.Take opportunities to build shared understanding and ownership of the organisation's vision, values, strategies, plans and desired culture WHAT ARE WE LOOKING FOR?Previous telesales and/or other B2C customer service roles in fast paced environments Proven experience multi-tasking within online and software environments Demonstrated experience in working to business strategies and revenue targets within a team environmentKnowledge of NDIS/Home Care and/or aged care sector environments desirable but not mandatoryCert IV Aged Care & Disability or other qualification or experience in this field is highly desirable - but not mandatoryStrong aptitude for online platform and software environments Articulate and clear communicator (verbal & written)Excellent multi-tasking skillsCalm, self-aware with a strong EQStrong problem-solving skillsGood attention to detail, accuracy, and time managementCompassion, empathy & desire to facilitate assistance to vulnerable populationsHigh level of interpersonal and communication skillsAbility to thrive in a fast-paced environment A hands-on approach with determination to make things happen ADDITIONAL NOTES: ONSITE (Robinsons Cyberscape Gamma, Ortigas, Pasig City)Mondays to Fridays | 6:00 AM to 3:00 PM/7:00 AM to 4:00 PM MNL time