Customer Care Specialist


Contacts:

Role purpose:
The role of the Customer Care Specialist is to provide timely and professional after sales support to Clearlight Australia, and New Zealand customers. The role is a critical touchpoint with new and existing customers; it is an opportunity to delight our customers, build a loyal following and a standout reputation in the market for exceptional products and exceptional service.

Skills, experience and qualifications:

Minimum of 3 + years experience in call centre or customer service-related roles
Passionate about delivering exceptional customer service
Comfortable creating and building rapport with customers
Super organised and structured; exceptional time management; ability to multitask and prioritise workload effectively; empathetic
Self motivated and ability to work autonomously whilst also being a great team player
Flexible and adaptable; comfortable with ambiguity and a dynamic work environment
Proactive problem solving skills
Exceptional written and verbal communication skills; excellent interpersonal skills
Technically-minded; comfortable in ability to develop technical product knowledge
Computer savvy and proficient in core systems (Service Cloud / Salesforce, Slack, Xero, (Cin7)
Experience with Google Drive (Google Sheets, Google Docs, Gmail)

Responsibilities and accountabilities:

Respond to a range of incoming after sales enquiries (via email, phone and live chat) and manage these through to resolution via Salesforce.
Key support areas include but are not limited to:
- Technical troubleshooting (associated with initial set up or ongoing use)
- After sales residential and commercial support
- Coordinating repairs including liaising with contractors
- Ordering and coordinating the delivery of replacement/additional parts with factory and ANZ warehouses
- Upselling additional parts and accessories
- Providing ‘how to’ advice on sauna use/functionality and benefits
- Answering warranty-related questions
- Managing maintenance schedules
Update and manage Technicians database
Provide ongoing feedback internally on streamlining processes, achieving operational efficiencies and delivering exceptional customer service
Capture and report on all relevant customer service metrics and strive to continually improve service delivery

Benefits

Full time role
Catered weekly team lunch
Staff Discount on a sauna cabin and other products
Personal use of a Portable infrared Sauna for your home
Being part of our Clearlight Family Culture and working in a, dynamic and international team
A vibrant shared office space with a nurturing sense of community
Personal empowerment and appreciation for your work and development

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