Customer Service Executive - AU

Customer Service Quality  Answer enquiries 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 enquires.  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 relationship 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. Schedule all customer appointments according to standard operating procedures and document all customer transactions and prepare required paperwork. 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 timeframe. Analyse customer needs during conversation with them, and make recommendations to customers of the various solutions the company offers. Work cross functionally with the service delivery teams to ensure customer needs are being met. Ensure optimal level of customer satisfaction at all times. Complete understanding of the company pricing structure The ability to carry on a business conversation with business owners and decision makers.

Internal Sales  Respond to customer issues and enquiries within the expected time frame. Build and maintain strong, long-lasting customer relationships. Develop a trusted advisor relationship with National Accounts, customer stakeholders and executive sponsors. Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Assist with high severity requests or issue escalations as needed. Work cross functionally with the service delivery teams to ensure customer needs are being met. Sell additional services by recognizing opportunities to up-sell accounts; explaining features. Complete understanding of the company pricing, opportunity creation and follow up model. Perform troubleshoot on all customer issues and schedule all field service calls as required. Update customer contact records to maintain current data. 

Business 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 to prepare source information for data entry. Review data for deficiencies or errors, correct any incompatibilities if possible and check output. Apply system program techniques and procedures. Generate reports when required and validate input. Store completed work in designated locations.  Keep information confidential. Establish data entry priorities by maintaining understanding of what data needs to be entered first. Perform data gathering and research activities and provide reports or summaries of information collected. Verify entered 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. Ordering internal and external office supplies. Read and route incoming mail and process outgoing mail. Coordinate and organize department activities and functions like meetings; schedule, obtain use of rooms, and set up the rooms and equipment to be used. Process leads from technicians Prepare quotes for customers Liaise with Customer to clarify reactive work order requests Manage Customer portals Monitor and report re-occurring trends that require timely attention

Teamwork and Communication  Supports the Customer Service Manager and performs management duties when the Customer Service Manager is absent or out of office. Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks. 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