Inbound Call Centre jobs

Fuse Recruitment are currently sourcing for a customer service superstar to join our client’s team in Smithfield!

The Company

A National leader in their field. Specialising in Electrical products and services across design, build and maintenance of industrial equipment.

Benefits

• Salary of $65k + Super
• Smithfield location
• Permanent role
• Ongoing mentoring, development and career growth opportunities
• Fantastic working culture
• Sales incentives and Annual bonus structure!
• Full time office based role !
• Free onsite parking!

Working Hours:

• Monday to Friday
• Working hours of 7am – 3pm!

Duties and responsibilities
As the first point of contact, the Customer Service Coordinator plays a crucial role in the success of the business.
All product training for this role will be provided. Here’s what you’ll be responsible for:

Customer Service:

• Deliver outstanding phone customer service.
• High volume inbound call centre duties such as;
• On average 80 inbound calls daily
• On average 45 email responses daily
• Build and maintain long-term relationships with customers by being efficient, caring, humorous, and kind.
• Greet customers warmly and manage new inquiries with a friendly approach.
• Oversee customer enquiries and follow up on their needs.
• Providing quotations to customers
• Update customers on status of their deliveries and stock availability
• Utilise Microsoft Office and CRM systems such as SAP, Genesis and Diabolocom to manage communications and customer data.
• Resolving all customer enquiries
• Working closely with other team members and provide cover when requested to ensure continuity of service to our customers to maximise sales.
• Proactive engagement with customers and prospects to co-create unique value proposition.
• Generate quotations and follow up to convert leads to the sales team.
• Deliver exceptional customer service via all channels with the goal of ensuring that customer order and enquiry needs are met while maintaining service level agreements.
• Providing effortless customer experience by proactively communicating to the customers on any updates or changes on their orders / enquiries in a professional and courteous manner.
• To contribute to the sales targets by working closely with the sales team and performing a high level of value-added activities set out by the business.
• Proactive engagement with customers and prospects to co-create unique value proposition.
• Identify potential customer needs / opportunities to grow business by providing high human touch.
• Minimise escalation of complaints and ensure high customer satisfaction by working with the stakeholders within the end-to-end process.

Skills and Requirements:

• 3+ years previous experience in a high volume inbound / outbound customer service position
• Experience in daily high volume customer email responses
• Previous experience working towards high volume KPIs
• Excellent communication skills, both written and verbal. You will be communicating with customers, internal and external stakeholders every day and all of this communication needs to be well spoken, written, friendly and professional.
• Computer skills; you'll need to be computer savvy to navigate various software platforms, with prior knowledge of Microsoft Office and SAP desirable.
• Strong organisation skills; you'll need to be able to multi-task and remain calm under pressure.
• A thirst for learning! Our client has a wide range of products and variations of those products; the more you can learn about them, the more efficient you will be and the quality of your service will increase!
• Highly motivated with probing tenacity to achieve and exceed objectives.
• Naturally strong interpersonal skills forming and maintaining positive relationship at all levels.
• Proven ability in delivering a great customer experience.
• Effective negotiator and influencer with outstanding written and verbal communication skills
• Disciplined analytical approach to problem solving.
• Strong planning, prioritisation, and time management skills
• Intermediate Microsoft skills in Microsoft Office
• Ability to sell and cross sell.

If this position sounds like you then hit APPLY now, alternatively email Larissa on lmitchell@fuserecruitment.com with your resume.

At Fuse, we specialise in recruitment for the manufacturing industry and actively source a variety of roles for a broad range of manufacturers. If you are looking for a new opportunity, we’d love to hear from you!
If you know someone looking for a job, refer them to us and we'll give you $500* if we find them a new role!