Call Centre and Customer Service Representative

Role Summary

At Hays Enterprise Solutions, our mission is to help organisations thrive by supporting their workforce needs. We partner with over thirty large organisations across Australia and New Zealand providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.

This is a 6-month contract position (possibility for extension) within a well-established automotive institution.

• This role is a
• full-time Mon - Fri
• position with the shift time

9:30am - 5:30pm.

What you’ll contribute to

The Customer Service Advisor is primarily responsible for end to end case management on behalf of the Guest, the Dealer and the Business/ This is done by resolving queries and issues in a timely and efficient manner in order to achieve objectives and increase customer satisfaction.

Responsibilities

• Coordinate end to end case management via all customer channels including inbound/outbound calls, email, letter and digital including Social Media and Live chat.
• Makes informed decisions and recommends countermeasures, in line with appropriate policies and procedures, in order to ensure timely and efficient case resolution and customer satisfaction.
• Escalates any complex or serious issues in order to minimise risk exposure.
• Accurately inputs information from the customer into Salesforce to establish trends in customer dissatisfaction, information requirements or product concerns in order to provide the business with accurate timely information.
• Liaise with key internal and external stakeholders in order to resolve queries and close cases in a timely and efficient manner.

Requirements

• 2+ years experience within face to face or contact centre customer service positions.
• Excellent written and verbal communication skills.
• Experience in complaint resolution and/or dispute resolution.
• If you feel that this role could be the right fit for you and your skillset, we encourage you to apply below!
• We look forward to hearing from you!