Customer Care Specialist, Level 4

Hillpointe; Adelaide; On-site; AUD 67,000 - 82,000; Full time

Benefits offered by this job

Training and development

Career pathways

Profit share

Employee discounts

Awards events

Job summary

Kennards Hire is seeking a Customer Service Agent based in Regency Park, SA. You will support customers over the phone and email, assist with quotes and bookings, and coordinate with branches and operations to ensure smooth hires.

Join a fast-paced, customer-first team with growth opportunities, training, and a range of benefits. You will contribute to delivering exceptional service and practical solutions for customers’ hire needs.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to multitask and prioritise tasks effectively.
• Strong problem-solving skills.
• Proficient in Microsoft Office and other relevant software.
• Ability to work in a fast-paced environment.
• Real career growth, training and development opportunities await you.
• Customer-focused role helping customers find the right hire solutions.
• Join a supportive team at our Regency Park location.
• $74,520 + super+ profit share bonus + weekend allowance.

Responsibilities

• Respond to customer enquiries by phone and email in a timely and professional manner.
• Resolve customer complaints and issues by providing appropriate solutions and alternatives.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to ensure customer needs are met.
• Identify and elevate priority issues to the appropriate team members.
• Continuously improve customer service skills and knowledge of products or services.
• Take ownership of enquiries and work with the wider Kennards Hire network to find practical solutions.
• Assist customers with quotes, orders, deliveries and logistics as needed.
• Follow up with customers to confirm orders and service details.

Skills

Communication skills

Multitasking

Problem-solving

Microsoft Office

Fast-paced environment

Customer-first mindset

Attention to detail

Administration skills

Phone & email support

Tools

Microsoft Office

Job description

Customer Service Agent

Job Description

Based on North Terrace in the Adelaide CBD, the Money Management Group is an accounting software provider that helps simplify everyday accounting for small and micro businesses (SMBs) across Australia and the UK. In addition to our desktop prouduct, Cashflow Manager, our new cloud solution "okke" is at an exciting and critical stage of development with this role playing a key part in its growth. Our passion is to fuel the growth of tomorrow's organisations with simple, easy-to-use solutions that save time, effort, and money. We offer a suite of software solutions across desktop and cloud with an aggressive growth plan for the future.

Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Agent. The successful candidate will be responsible for providing exceptional customer service to our clients and ensuring their satisfaction with our products or services. This position requires excellent communication skills, problem-solving abilities, and a positive attitude.

Responsibilities:

• Respond to customer inquiries via phone, email, social media or chat in a timely and professional manner
• Resolve customer complaints and issues by providing appropriate solutions and alternatives
• Maintain accurate records of customer interactions and transactions
• Collaborate with other departments to ensure customer needs are met
• Identify and elevate priority issues to the appropriate team members
• Continuously improve customer service skills and knowledge of products or services

Qualifications:

• Excellent communication and interpersonal skills
• Ability to multitask and prioritise tasks effectively
• Strong problem-solving skills
• Proficient in Microsoft Office and other relevant software
• Ability to work in a fast-paced environment
• Real career growth, training and development opportunities await you
• Customer-focused role helping customers find the right hire solutions
• Join a supportive team at our Regency Park location
• $74,520 + super+ profit share bonus + weekend allowance

About the role

We're looking for a Customer Service Agent to join our South Australian Support Branch team, based at Regency Park.

You'll be one of the voices of Kennards Hire, helping customers over the phone and via email with everything from equipment hire and quotes through to deliveries, logistics, breakdowns and general enquiries.

You'll work closely with our branch network and operational teams to make our customers' jobs easy and deliver on our Every Customer a Raving Fan value.

No two conversations will be exactly the same. You'll be responsible for:

• Responding to customer enquiries over the phone and via email
• Understanding what customers need and helping identify the right hire solution
• Preparing equipment hire quotes and assisting customers through the hire process
• Coordinating with our branches and operational teams around equipment availability, deliveries and logistics
• Managing customer orders and updating hire schedules and customer information
• Helping resolve customer issues, complaints and escalations
• Supporting customers with equipment breakdown enquiries and troubleshooting
• Following up with customers to confirm orders, services and other information
• Identifying opportunities to recommend additional equipment and consumables
• Completing the administration needed to keep customer hires running smoothly.

The role goes beyond simply answering calls - you'll take ownership of enquiries, work with the wider Kennards Hire network and find practical solutions for customers.

About you

You'll enjoy working in a fast-paced, customer-focused environment where you're speaking with different people throughout the day and juggling multiple priorities.

We're looking for someone who has:

• Experience handling customer enquiries by phone and email
• Strong verbal and written communication skills
• A genuine customer-first mindset
• Good problem-solving and negotiation skills
• Confidence using systems and Microsoft Office
• Strong attention to detail and the ability to prioritise and multitask
• A flexible approach and ability to adapt when priorities change
• Good administration and office-based skills
• Most importantly, a genuine enjoyment of helping customers and solving problems over the phone.

Your roster

• This is a full-time role with a rotating roster, so flexibility is important.
• Weekday shifts may be 6:30am–3:00pm or 8:30am–5:00pm, with availability required for 7:30am–4:00pm Saturday shifts on a rotating roster.
• Saturday availability is a must - 1 in 3 or 4 weekends only

Join our team

You can always tell someone who works at Kennards Hire. They're well-rounded, fair-dinkum and damn good at what they do. Once you walk through our door, we'll back you all the way with the tools and resources you'll need to succeed. You'll be trusted as part of our family, supported to lead in many ways and have opportunities to develop and grow your expertise.

There's also a great range of employee benefits and rewards on offer including:

• All the training and development you need to build a successful career with us
• Pathways to pursue your career, nationally and internationally
• Additional financial benefits if you stay with us for more than five years (to say thanks for your loyalty)
• Opportunity for profit share
• Great employee discount rates on our hire gear
• Our annual awards night, team BBQs and many other fun social events.

If you're passionate about customer service, thrive in a dynamic environment, and want to be part of a family-oriented company that values growth and innovation, we want to hear from you!

So, whether you’re starting out, switching roles, changing industries or ready to make your next career move, With Kennards Hire You Can.

We have a need for someone who has experience supporting using the website chat system on their website. Most of the inquiries are from prospects who have come to the site as a result of marketing and advertising activities.

You need to have very good computer and typing skills and understand the value of research to discover as much information as possible about the business you're working for so you know where to refer website visitors for the information they want.

There may be times when you have multiple chat windows open so you need to be able to multi-task and good customer service skills to ensure that every person is looked after politely and professionally.