Front Desk Customer Service Representative

Vor 4 Tagen

Brisbane, Österreich East Coast Bullbars Vollzeit

Front Desk Customer Service Representative - ManufacturingLocation: ECB - Clontarf, Brisbane.About Us:EastCoast Bullbars is a part of the AutoPacific Group, a market leader in highly engineered vehicle accessories and towing solutions across Australia, New Zealand, and the Asia Pacific Region. We are committed to innovation and excellence, constantly evolving to meet the demands of an ever-changing industry.With people at the heart of our success, we provide a platform for you to build a rewarding long-term career doing what you love. Our mission drives us: we harness forward-thinking technology to deliver best-in-class products, engage with our employees, and create value for our shareholders.Come be part of a dynamic team where your talents are celebrated, your ideas are valued, and your potential is limitless.About the Role:You will be our first point of contact for customers, providing exceptional front desk support and addressing inquiries with professionalism and efficiency. This role combines customer service excellence with technical expertise to troubleshoot and resolve issues, coordinate service requests, and ensure a seamless customer experience while supporting internal operational needs.Key Responsibilities:Serve as the first point of contact for walk-in customers, providing professional and friendly assistance with inquiries and support.Respond promptly and professionally to Account Customers and end-users via email, addressing their needs and resolving concerns.Collaborate with the order entry and planning teams to accurately process customer purchase orders (POs) and generate quotes.Handle warranty-related calls, addressing initial inquiries and directing more complex issues to the appropriate departments for resolution.Coordinate with customers, repairers, and internal departments to ensure efficient handling and resolution of warranty claims.Deliver clear and reliable technical support and advice, helping customers understand and resolve product-related issues effectively.About You:Experience managing a front desk, including multi-tasking between phone calls, emails, and in-person interactions.Proficiency in using CRM systems to log customer interactions, schedule appointments, or track service requests.Experience managing customer complaints or escalations effectively and with empathy.Hands-on experience diagnosing and resolving common technical issues related to the products or services offered.Understanding of basic technical concepts and the ability to guide customers through troubleshooting steps remotely or in-person.A sound understanding of mechanical concepts, particularly related to heavy metal manufacturing and automotive products, is highly desirable.Familiarity with using ERP systems to manage workflows, inventory, and customer orders.Ability to use Microsoft Office products (e.g., Word, Excel, Outlook) at an intermediate level for documentation, reporting, and communication.Strong verbal and written communication skills for interacting with customers, team members, and stakeholders.Recruitment Process:During our recruitment process, you will be required to undergo pre-employment checks including a pre-employment medical, reference checks, and an Australian working rights check.To Apply:Please submit a cover letter outlining your suitability for the role along with your resume. AutoPacific Group is an equal opportunity employer.
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