Customer Experience Specialist – Inbound Support & Orders

Allegion Canada Inc.; Williamstown; On-site; AUD 45,000 - 60,000; Full time

Job summary

Allegion Canada Inc. is seeking a Customer Service Representative in Williamstown, SA, AU to deliver timely, accurate support via phone and email.

The role emphasizes customer satisfaction, smooth order processing, and collaboration with internal teams to resolve issues and improve service outcomes. Key responsibilities include handling 40–80 inbound calls and 60+ daily emails, maintaining high order-entry accuracy, and contributing to CSAT targets while ensuring a strong customer-first approach

Responsibilities

• Answer inbound customer calls professionally and courteously, maintaining a high service level
• Respond to customer emails within agreed service levels, aiming for same-day responses
• Demonstrate a customer-first approach and drive issues through to resolution
• Maintain order entry accuracy at a high level (98-99%)
• Communicate accurate pricing, stock availability, ETAs, and order details
• Follow established procedures and documentation requirements
• Prioritise workload to meet timeframes
• Handle a high-volume workload (40-80 calls/day, 60+ emails/day)
• Deliver a positive customer experience to support retention and loyalty
• Resolve complaints professionally and efficiently
• Contribute to CSAT targets and service objectives
• Collaborate with internal stakeholders to resolve customer issues
• Share knowledge and best practices with the team
• Identify opportunities to improve processes and outcomes

Job description

Allegion Canada Inc. is seeking a Customer Service Representative in Williamstown, SA, AU to deliver timely, accurate support via phone and email.

The role emphasizes customer satisfaction, smooth order processing, and collaboration with internal teams to resolve issues and improve service outcomes. Key responsibilities include handling 40–80 inbound calls and 60+ daily emails, maintaining high order-entry accuracy, and contributing to CSAT targets while ensuring a strong customer-first approach