Business Administration Support - Ops - AU

Customer Service Quality ● Answer enquiries when required by clarifying desired information; researching, locating, and providing information, completing transactions and forwarding requests. ● Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems. ● Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve enquiries. ● First point of customer contact for general enquiries via live and non-live contact. ● Use questioning and listening skills that support effective telephone communication. ● Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds and interruptions. ● Apply the elements of building positive rapport with different types of customers over the telephone. ● Apply the proper telephone etiquette to satisfy various customer situations and effectively use appropriate actions to control a telephone call. ● Manage high volume of telephone calls and provide response to all maintaining high quality of services and performance standards. ● Build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty. ● Perform troubleshoot on all customer service issues and schedule all field service calls as required. ● Maintain and document into customer database and systems and CRM applications by entering information relating to all customer interactions. ● Administer and prioritize all customer tasks and ensure achievement of all deadlines within required timeframes.

Business Administration Support ● Insert customer, employee and account into data systems by inputting text based and numerical information from source documents within required time limits. ● Compile and sort information according to priorities. ● Review data for deficiencies or errors, correct any incompatibilities if possible and check output. ● Apply system program techniques and procedures. ● Ensure employee data is accurate and maintained. ● Responsible for keeping inventory of internal and external office supplies and placing orders for replenishment is needed. ● Adhere to business workflow procedures. ● Maintains accurate goods receiving outcomes and aligns to business accounts protocols and procedures. ● Generate reports when required and validate input. ● Store completed work in designated locations. ● Keep information confidential. ● Establish priorities by maintaining understanding of what data impacts customers. ● Perform data gathering and research activities and provide reports or summaries of information collected. ● Verify data by reviewing, correcting, changing or deleting entered information. ● Update and maintain all related areas in systems software as required. ● Investigate discrepancies/queries as they arise and liaise with the relevant internal or external customers to obtain the relevant information to resolve the matter. ● Read and route incoming mail and process outgoing mail from a variety of channels. ● Coordinate and organize department activities and functions like meetings; schedule, obtain use of rooms, and set up the rooms and equipment to be used. ● Provide additional administrative support for the sales and operations team as requested by your line manager. ● Perform other departmental projects as needed. ● Assist in resolving any administrative problems. ● Provide on job coaching and support where required. ● Other duties as allocated by line manager.

Teamwork and Communication ● Communicate with your line manager every day to report on your target progress. ● Attend and participate in customer service, sales and operations meetings. ● Contribute towards a positive team environment within the business. ● Communicate effectively with the business staff on any customer related issues that require attention. ● Monitor market trends and competitor activity and relay this information efficiently into the business via the appropriate method. ● Business and Product Acumen ● Identify and evaluate new business opportunities through the identification and attraction of new customers to extend and develop the company’s profit base. ● Maintain and improve product knowledge, competitive products and general market information that could be of interest or value to customers. ● Monitor competitor and market activity, reporting significant developments to management and monitor market trends through personal contact with customers ● Ensure business negotiations are undertaken to protect the company's interests.

Administration and Compliance ● Complete accurate and comprehensive document processing. ● Report on a daily basis activity and results.