Frontline Retail Team Member—Customer Service & Pos

Successfactors; New South Wales; On-site; AUD 52,000 - 75,000; Full time

Job summary

Successfactors is seeking a customer service representative to support visitors via the website chat system and handle inquiries from marketing-driven prospects. You will be the first line of contact, delivering polite, professional service while gathering information to refer visitors for the right information.

You must have strong computer and typing skills, excellent research abilities, and the capacity to multitask across multiple chat windows.

Qualifications

• Experience supporting using the website chat system.
• Excellent research skills to discover information about the business.
• Strong customer service skills and polite, professional communication

Responsibilities

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
• Resolve complaints and customer problems efficiently while maintaining satisfaction.
• Perform basic billing duties, including processing transactions and refunds and researching billing discrepancies.
• Provide customers with status reports on shipments and assist with packaging and shipping as needed.
• Update customer databases with contact details, complaints and resolutions, billing information, and auto-shipment enrollment.
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
• Analyze and set personal and departmental performance goals to improve customer satisfaction.
• Participate in weekly interdepartmental meetings and report on customer issues and resolutions.

Skills

Typing skills

Customer service

Multitasking

Research skills

Computer skills

Website chat system experience

Tools

Website chat system

Job description

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.

More Details

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Are you looking for a fast-paced job that will allow you to utilize your superior customer service skills in a rewarding environment? We would love for you to become a respected member of our team! As a valued customer service representative, you will be the first line of communication for our customers and will become the trusted face of our company. Earn monetary rewards and prizes as you help drive yourself and your team to successfully meet monthly, quarterly and annual sales goals. Experience the excitement of fostering team unity as you work closely with management and fellow team members to nurture trust and build rapport with our customers.

Job Responsibilities

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
• Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
• Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
• Provide customers with status reports on shipments, and help to package and ship products as needed.
• Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment.
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
• Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
• Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.