Job Description

Job Header

Senior Customer Experience Advisor (2nd tier)

Advertiser: Inject Pty LtdMore jobs from this company

Job Information

Job Listing Date
12 Jan 2019
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Senior Customer Experience Advisor (2nd tier)

About The Company:
  
Celebrating over 18 years of success, our client is regarded as one of Australia's fastest growing electronic security companies who remain committed to changing the landscape of the Security Industry throughout the nation. 

Not only is their commitment to the Australian market around providing high-quality, affordable security solutions to both the residential and commercial market, but also to provide the best possible service through a refreshing and proud team that are all about ensuring their customers are safe, sound and secure. 

Uniquely focused on their people and supporting them to succeed, their belief is that their team are the foundation of their company and the company’s success. 

  
Why You Want To Work Here:
  
This is a rare opportunity to not only join a small team who have an amazing set of values, but also to leverage your exceptional problem solving and love for customer service skills to become the trusted go-to expert for our customers, business partners & team members. 
  
This role also has a very real scope for diversity and variety, working through customer service, administration, soft selling and scheduling, all in the same day, so rest assured this is not an environment where you will get bored.
  
Based in gorgeous surroundings as your office, our client have a vibrant, exciting and inviting culture that is strongly about collaboration, respect, passion and making a true difference. You can be sure you will always feel valued and idea’s listened to.
  
The team you will be joining are true to their word and are highly motivated to put their best foot forward in everything they do. They encourage new ideas and are supportive of new team members. This company is one that you know you will be able to be proud of and your work will be meaningful.
  
You will not only have a fulfilling career work wise, but the company have amazing programs set up to ensure you enjoy the perfect work-life balance and development.
  


  
About You:

You are all about creating a positive customer experience, from scheduling and organising to liaising with customers and ensuring that everyone who gets off the phone with you is an absolute advocate of the company, nothing is too much trouble for you.
  
You enjoy speaking with anyone and everyone and you thrive on problem solving, always going above and beyond your job description to keep a customer happy. Your team admires you for your patience and enthusiasm about your role. You love being a role model for your work colleagues and really helping your team grow, develop and challenge themselves because personal development truly is important to you.
  
You are now looking for that next step in your career where you can really make a large impact and implement some amazing, thoughtful ideas to assist not only the customers, but also through process improvement and how to constantly evolve as a business.
  
Finally, and most importantly, if you are looking to join a company where you are respected, you are valued, and can make a difference this is the company for you!

  
About The Role:
  
Through balancing Customer Service, Administration, Sales and Coaching and you will add significant value through;
  
  • Providing 2nd level support for team members
  • Managing and resolving escalated calls and creating win-win solutions
  • Responding to customer enquiries about products, services or pricing
  • Identifying and acting on opportunities to up-sell and offer beneficial products
  • Proactively re-signing existing customers on new monitoring and maintenance agreements
  • Effectively managing the scheduling of new jobs, return visits and routine maintenance checks.
  • Coaching and development of new & existing team members
  
  
Selection Criteria:
  
To be considered for this amazing opportunity, you must have the following:
  
  • Demonstrable success within customer service
  • Previous experience handling escalated enquiries and calls
  • Strong leadership qualities
  • Exceptional attention to detail and accuracy levels
  • Team player and willingness to lend a helping hand
  • Advanced computer skills
  • Strong organisational skills
  
  
What Next:
  
Please submit your resume, along with a supporting cover letter highlighting why you are best suited to this opportunity. Candidates whom spend time on their detailed cover letter will be highly regarded.
  
Your career is in your own hands. What are you waiting for?
  
Regretfully and respectfully, only successful candidates will be contacted
Inject Footer
About The Company:
  
Celebrating over 18 years of success, our client is regarded as one of Australia's fastest growing electronic security companies who remain committed to changing the landscape of the Security Industry throughout the nation. 

Not only is their commitment to the Australian market around providing high-quality, affordable security solutions to both the residential and commercial market, but also to provide the best possible service through a refreshing and proud team that are all about ensuring their customers are safe, sound and secure. 

Uniquely focused on their people and supporting them to succeed, their belief is that their team are the foundation of their company and the company’s success. 

  
Why You Want To Work Here:
  
This is a rare opportunity to not only join a small team who have an amazing set of values, but also to leverage your exceptional problem solving and love for customer service skills to become the trusted go-to expert for our customers, business partners & team members. 
  
This role also has a very real scope for diversity and variety, working through customer service, administration, soft selling and scheduling, all in the same day, so rest assured this is not an environment where you will get bored.
  
Based in gorgeous surroundings as your office, our client have a vibrant, exciting and inviting culture that is strongly about collaboration, respect, passion and making a true difference. You can be sure you will always feel valued and idea’s listened to.
  
The team you will be joining are true to their word and are highly motivated to put their best foot forward in everything they do. They encourage new ideas and are supportive of new team members. This company is one that you know you will be able to be proud of and your work will be meaningful.
  
You will not only have a fulfilling career work wise, but the company have amazing programs set up to ensure you enjoy the perfect work-life balance and development.
  


  
About You:

You are all about creating a positive customer experience, from scheduling and organising to liaising with customers and ensuring that everyone who gets off the phone with you is an absolute advocate of the company, nothing is too much trouble for you.
  
You enjoy speaking with anyone and everyone and you thrive on problem solving, always going above and beyond your job description to keep a customer happy. Your team admires you for your patience and enthusiasm about your role. You love being a role model for your work colleagues and really helping your team grow, develop and challenge themselves because personal development truly is important to you.
  
You are now looking for that next step in your career where you can really make a large impact and implement some amazing, thoughtful ideas to assist not only the customers, but also through process improvement and how to constantly evolve as a business.
  
Finally, and most importantly, if you are looking to join a company where you are respected, you are valued, and can make a difference this is the company for you!

  
About The Role:
  
Through balancing Customer Service, Administration, Sales and Coaching and you will add significant value through;
  
  • Providing 2nd level support for team members
  • Managing and resolving escalated calls and creating win-win solutions
  • Responding to customer enquiries about products, services or pricing
  • Identifying and acting on opportunities to up-sell and offer beneficial products
  • Proactively re-signing existing customers on new monitoring and maintenance agreements
  • Effectively managing the scheduling of new jobs, return visits and routine maintenance checks.
  • Coaching and development of new & existing team members
  
  
Selection Criteria:
  
To be considered for this amazing opportunity, you must have the following:
  
  • Demonstrable success within customer service
  • Previous experience handling escalated enquiries and calls
  • Strong leadership qualities
  • Exceptional attention to detail and accuracy levels
  • Team player and willingness to lend a helping hand
  • Advanced computer skills
  • Strong organisational skills
  
  
What Next:
  
Please submit your resume, along with a supporting cover letter highlighting why you are best suited to this opportunity. Candidates whom spend time on their detailed cover letter will be highly regarded.
  
Your career is in your own hands. What are you waiting for?
  
Regretfully and respectfully, only successful candidates will be contacted
The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • Do you have customer service experience?
  • Do you have experience working towards targets and KPIs?
  • How many years' experience do you have as a customer services representative?

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