Customer Experience Specialist

Wood Enterprises; City of Brisbane; On-site; AUD 45,000 - 60,000; Full time

Job summary

Wood Enterprises (Aust) Pty Ltd in Brisbane is seeking a Customer Service Representative to deliver exceptional service and support to our customers. You will handle inquiries via phone, email and chat where applicable, resolve issues, document interactions, and collaborate with other teams to ensure satisfaction.

The role requires prior customer service experience, excellent communication skills, and proficiency with customer service software and Microsoft 365.

Qualifications

• Customer service experience is preferred.
• Excellent communication skills, both verbal and written.
• Proficiency with customer service software and Microsoft 365.
• Strong problem-solving and analytical thinking.
• Positive attitude, patience and resilience.

Responsibilities

• Serve as the primary point of contact for customers via phone, email, and text/chat where applicable.
• Address customer inquiries, service requests and general support promptly and professionally.
• Engage with customers in a courteous, empathetic manner and actively listen to understand needs.
• Troubleshoot and resolve issues efficiently, aiming for first-contact resolution.
• Follow procedures to address complaints, escalations and complex issues.
• Collaborate with other departments to resolve inquiries and ensure timely resolution.
• Develop a comprehensive understanding of products, services and processes.
• Accurately document all customer interactions in the CS system.
• Participate in team meetings, training and projects as required.

Job description

Wood Enterprises (Aust) Pty Ltd in Brisbane is seeking a Customer Service Representative to deliver exceptional service and support to our customers. You will handle inquiries via phone, email and chat where applicable, resolve issues, document interactions, and collaborate with other teams to ensure satisfaction.

The role requires prior customer service experience, excellent communication skills, and proficiency with customer service software and Microsoft 365.