Customer Experience Specialist - Aftercare & Complaints

Freedom Kitchens; Willoughby; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Employee benefits

Staff social events

Charity participation

Job summary

Freedom Kitchens, a leader in the kitchen industry, is seeking a Customer Service Officer for its fast-paced after-sales team in NSW. You will handle complaints and disputes related to kitchen or wardrobe projects, ensuring a positive customer experience from the pivotal moment of contact.

The role demands customer-centricity, keen attention to detail, and strong problem-solving skills. Confidence, proactivity, empathy, and resilience are essential when dealing with negative feedback.

Qualifications

• Experience resolving customer enquiries and complaints in a call centre or service centre.
• Track record of delivering exceptional customer experience.
• Strong problem-solving and solution-finding abilities.
• Excellent verbal and written communication skills.
• Empathetic approach to handling customer complaints.
• Reading kitchen or building plans is desirable but not essential.

Responsibilities

• Review customer cases and external inquiries.
• Manage customer complaints efficiently and effectively.
• Coordinate inbound and outbound communications with customers.
• Collaborate with internal departments to identify actions and improvements.
• Contribute to team priorities and manage individual caseload.

Skills

Customer service

Call centre

Problem solving

Communication

Empathy

Reading plans

Job description

Freedom Kitchens, a leader in the kitchen industry, is seeking a Customer Service Officer for its fast-paced after-sales team in NSW. You will handle complaints and disputes related to kitchen or wardrobe projects, ensuring a positive customer experience from the pivotal moment of contact.

The role demands customer-centricity, keen attention to detail, and strong problem-solving skills. Confidence, proactivity, empathy, and resilience are essential when dealing with negative feedback.