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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If you not find any contact details in this Job Description, Please attach your CV here and send directly.

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