DAYSHIFT Customer Service Representative (Blended Account | On-site)

INBOUND CUSTOMER SERVICE REPRESENTATIVE

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS AN INBOUND CUSTOMER SERVICE REPRESENTATIVE?

Our awesome client, a leading automative company based in Australia is looking for an Inbound Customer Service Representative to be part of their customer service team.

·        The Customer Service Representative uses their knowledge, skills and processes to assist Alto Group customers. They will speak with customers (both internal and external) to gain a better understanding of their needs and requirements, The Customer Service Representative will have a customer first focus and will look for solutions to provide a high standard of service and a positive customer interaction. The Customer Service Representative will also work to build rapport with the dealerships that they represent and provide feedback that continuously improves the customer experience and processes that support the business.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

·        Managing high volume of inbound calls in a timely manner and take appropriate action for each call

·        Ensure Contact Centre KPI’s are met

·        Meet personal/team targets and call handling KPI’s

·        Understand/identify your customers situation/needs and respond quickly and appropriately

·        Follow/adhere to Manufacturer call scripts/procedures (eg: Mystery Shops etc)

·        Follow/adhere to Alto Group Call Centre “scripts” when handling different topics

·        Identifies areas of improvements and contributes with positive suggestions – eg: Process improvements

·        Follow Contact Centre processes to maximise efficiency and productivity of Centre operations

·        Communicates at all times in a manner that builds and strengthens customer relations and the customer base – both internal and external

·        Accepting ownership of the customer interaction

·        Act in a manner consistent with OEM and Alto Group branding expectations

·        Uses initiative and is pro-active

·        Contributes to maintaining general housekeeping in Call Centre and individual work areas

·        Keep equipment operational by following established procedures and reporting malfunctions

·        Any other duties as required from time to time by Management

·        While you may be asked to predominantly work in one area, you will be required to rotate between areas as requested

WHAT ARE WE LOOKING FOR?

·        At least 12 months experience in a customer support role

·        Computer literate and familiar with CRM and Microsoft Office programs

·        Good administration skills with an attention to detail

·        Strong phone and verbal communication skills

·        Friendly attitude with the ability to quickly develop a rapport with customers over the phone

·        Customer focus and adaptability to different personality types and cultures

·        Communicates respectfully, clearly and effectively with a wide variety of personalities

·        Attention to detail

·        Hardworking, persistent, and dependable, while encouraging a team environment

·        Positive and enthusiastic

·        Maintains confidentiality

·        Acts honestly and with integrity