Reddy Express Anglesea - Customer Service Rep

Otr; Anglesea; On-site; AUD 45,000 - 65,000; Full time

Job summary

Reddy Express Anglesea is seeking a Customer Service Representative to deliver great guest experiences, keep the store clean, stocked and welcoming, and manage multiple chat inquiries from a website audience. You’ll be on your feet for extended periods, multi-task across tasks, and apply your research skills to help customers quickly find answers.

Flexibility is required, with availability for late nights, early mornings and weekends.

Qualifications

• Outstanding customer service is essential and expected.
• Able to work alone or in a team.</br>Flexibility for late nights, early mornings and weekends.
• Comfort with researching information to assist customers.

Responsibilities

• Answer phone calls, respond to emails within 24 hours, and meet customers in person as needed.
• Resolve complaints and customer problems in a friendly, efficient manner.
• Process billing tasks, refunds, and data updates in customer databases.
• Provide shipment status updates and assist with packing and shipping as needed.
• Meet weekly, monthly and annual goals for call volume, CSAT, and sales.

Skills

Customer service

Typing skills

Research

Multi-tasking

Education

High school certificate or equivalent

Tools

Website chat system

Job description

• What Reddy Express Anglesea Customer Service R...

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Reddy Express Anglesea - Customer Service Rep

Reddy Express - Customer Service Representative OTR Group comprises of over 1000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), Smokemart Giftbox, and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians. With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia. About the Role As aCustomer Service Representative, you will be focused on providing great customer experiences and will ensure the store is always clean, stocked and welcoming for our Guests. This is a fast-paced job where being able to multi-task and manage your time is essential. About You & Your Skills You are focused on providing outstanding customer service You are comfortable working alone as well as within a team You’ll be on your feet for long periods of time and may require moderate to heavy lifting and reaching. You have the availability to work flexible hours (including late nights, early mornings and weekends) Be willing to learn and promote our wide range of products and specials. Pre-Employment Requirements: The successful candidate will be required to confirm their Australian working rights, as well as provide a current police clearance certificate.

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 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.

Job Skills & Qualifications

Required

• High school certificate or equivalent