Service Support Officer Inbound

Rinnai; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Staff discounts

Onsite gym and modern workspace

Job summary

Rinnai Australia is seeking a dedicated customer service professional for a six-month, full-time contract in Melbourne. The role involves handling inbound calls, booking requests, and customer inquiries related to bookings, warranties, and product issues.

You will update customers on booking status and escalate complaints as needed. The position runs standard business hours, Monday to Friday, with a hybrid work arrangement (one day per week from home).

Qualifications

• Strong customer focus and the ability to remain calm in a fast-paced environment.
• Excellent verbal communication skills.
• Patience and understanding from a customer's viewpoint.
• A positive attitude with a strong work ethic and a proactive mindset.
• Contact centre or other relevant customer service background.

Responsibilities

• Answer incoming calls and manage service booking requests.
• Accurately process bookings in our job management system (SalesForce).
• Manage customer enquiries relating to bookings, warranties, and product issues.
• Provide updates to customers on their booking status.
• Escalate customer complaints to the appropriate department for resolution.

Skills

Customer service

Verbal communication

Calm under pressure

Telephone etiquette

Proactive mindset

Job description

Welcome to Rinnai Australia. A market leader in hot water, heating, cooling and renewable energy appliances for both commercial and domestic markets.

We have a six-month full-time contract opportunity, working standard business hours, Monday to Friday. No rotating rosters, no weekends and no early starts or late evening finishes. After the initial six months, there may be an opportunity for a contract extension.

What you'll be doing

• Answer incoming calls and manage service booking requests
• Accurately process bookings in our job management system (SalesForce)
• Manage customer enquiries relating to bookings, warranties, and product issues
• Provide updates to customers on their booking status
• Escalate customer complaints to the appropriate department for resolution

Welcome to Rinnai Australia. A market leader in hot water, heating, cooling and renewable energy appliances for both commercial and domestic markets.

We have a six-month full-time contract opportunity, working standard business hours, Monday to Friday. No rotating rosters, no weekends and no early starts or late evening finishes. After the initial six months, there may be an opportunity for a contract extension.

What you'll be doing

• Answer incoming calls and manage service booking requests
• Accurately process bookings in our job management system (SalesForce)
• Manage customer enquiries relating to bookings, warranties, and product issues
• Provide updates to customers on their booking status
• Escalate customer complaints to the appropriate department for resolution

Essential skills and experience

• Strong customer focus and the ability to remain calm in a fast-paced environment
• Excellent verbal communication skills
• Patience and understanding from a customer's viewpoint
• A positive attitude with a strong work ethic and a proactive mindset
• Contact centre or other relevant customer service background

Who are we looking for?

• Individuals looking to work close to home in the Braeside area
• Available to work full-time hours Monday to Friday
• Suited to individuals who enjoy being on the phone and interacting with customers
• Applicants with strong customer service experience e.g. contact centre, retail or hospitality industry
• Those who are passionate about providing superior levels of customer service and who take pleasure in helping others

What's on offer?

• Rinnai will support your efforts to achieve excellence
• We offer a collaborative and supportive team environment
• Generous staff discounts on our full product range
• New modern workspace equipped with an onsite gym, electric standup desks, natural lighting, an onsite micro-market for healthy lunch options
• Hybrid work arrangements, working 1 day a week from home

If you are looking for a fast-paced customer service position, have an excellent telephone manner and can communicate effectively with customers, then we would love to hear from you.