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Customer Care Executive at Focus Recruitment
Victoria, Victoria, Australia -
Full Time

Start Date

Immediate

Expiry Date

04 Jan, 27

Salary

50000.0

Posted On

06 Oct, 26

Experience

4 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Financial Services & Insurance

Description
  • Key ResponsibilitiesManage inbound enquiries from customers, retailers and service partners across phone, email, e-commerce and social channels
  • Take ownership of enquiries and ensure they are followed through to resolution
  • Assist with warranty enquiries, replacement orders, spare parts and e-commerce orders
  • Provide first-level troubleshooting and product support where required
  • Manage escalated enquiries through the CRM system and ensure appropriate follow-up
  • Investigate customer complaints, gather relevant information and assist with finding suitable resolutions
  • Identify complex or high-risk issues and escalate them to the appropriate team
  • Respond to website and social media enquiries within agreed timeframes
  • Work closely with Sales, Finance, Warehousing, Logistics, Technical, Marketing and Customer Service teams
  • Maintain accurate customer records and ensure orders and enquiries are processed correctly
  • Meet agreed customer service, call handling and response KPIs
  • Follow all relevant processes, procedures and company guidelines
  • Communicate effectively with internal and external stakeholders
  • Assist with additional customer service and administrative tasks as required


  • About You We are looking for someone who has:Previous experience in customer service and/or a call centre environment
  • Excellent written and verbal communication skills
  • A strong customer-first approach with genuine empathy and patience
  • The ability to manage multiple priorities in a fast-paced environment
  • Strong attention to detail and accurate data entry skills
  • Excellent problem-solving and troubleshooting abilities
  • Experience using CRM systems and Microsoft Office
  • Basic to intermediate Excel skills
  • The ability to remain calm and professional when dealing with challenging situations
  • Strong organisational skills and the ability to work to deadlines and KPIs
  • A proactive, positive and solutions-focused approach
  • The ability to work independently while also contributing positively to a team
Responsibilities