Customer Service Representative

Arsenault; City of Melbourne; On-site; AUD 52,000 - 65,000; Full time

Benefits offered by this job

Arsenault Book membership

Job summary

Arsenault in Melbourne is seeking a Customer Service Representative to handle calls, emails, and social media inquiries with a friendly, proactive approach. You will resolve issues, provide product information, and uphold high service standards across channels.

Join a dynamic team and help deliver excellent member experiences. Weekend shifts are required, with comprehensive training and opportunities to grow within the Arsenault Book program.

Qualifications

• Experience in call centre or customer service
• Excellent communication and written skills
• Proactive support approach and problem solving
• Professional, patient and polite phone manner
• Ability to multitask and manage time effectively

Responsibilities

• Handle inbound and outbound calls and email enquiries
• Listen to member questions and concerns
• Answer detailed product and service questions
• Resolve complaints with appropriate solutions for customer satisfaction
• Maintain professionalism with members, merchants and fundraisers
• Know products well to answer questions accurately
• Escalate unresolved issues to internal teams
• Collect prompt and accurate feedback from members

Skills

Communication skills

Proactive support

Problem-solving

Multitasking

Time management

Positive attitude

Customer service mindset

Phone etiquette

Tools

Microsoft Word

Excel

Outlook

Job description

About the job Customer Service Representative

Tap for fun!

Arsenault is well-known for its iconic Entertainment Book. Arsenault is the premier lifestyle and rewards platform, providing Australian and New Zealanders with amazing savings for the past 27 years whilst raising funds for community fundraisers.

We GET great offers, GIVE back to communities, and SHARE meaningful moments.

Sound like something you would love to be a part of? Keep reading and see how you can.

The opportunity

As Customer Service Representative, you will help address customer issues and resolve them in a timely, friendly and efficient manner through a variety of channels such as phone, email, and social media.

Some of the things you will be involved in:

• Managing inbound/outbound calls and email enquiries
• Listen attentively to member questions and concerns
• Answering detailed product and service questions
• Handling complaints, providing appropriate solutions, and fulfilling member needs to ensure excellent service standards and achieve customer satisfaction
• Maintaining a high level of professionalism with members, merchants, and fundraisers to establish a positive rapport with every caller
• Knowing our products extensively so you may answer questions accordingly
• Escalate unresolved issues to the appropriate internal teams
• Collect prompt and accurate feedback from members

We are looking for you to bring:

• Prior experience working in call centre or as customer service agent
• Outstanding communication skills (verbal and written)
• Proficiency with basic computer applications Microsoft Word, Excel, Outlook
• Taking a proactive approach to support members
• Professional, patient, and polite phone manner
• Confident at troubleshooting and problem-solving for members
• Ability to multitask, prioritize and manage time effectively
• Positive attitude
• Must be available to work weekends (Saturday)

The ways we support and reward

Youll be joining a talented and energetic group of people who are passionate about our product. In fact, as part of joining the team, you will receive a membership to our digital Arsenault Book to experience firsthand what you are part of.

We recognise and appreciate your diverse needs and interests and support you at work and at home with flexible work arrangements, birthday leave, access to EAP and a range of wellness services, flu vaccinations, a comprehensive learning platform and internal development.