Customer Support Agent
vor 1 Monat
The Organisation
Glen Dimplex Australia Pty Ltd is part of the Glen Dimplex Group which was founded in 1973 and considered the world's largest electrical heating business and holds significant market positions in the domestic appliance industry worldwide. With an annual turnover of AU$2.8 Billion, the Group employs over 10,000 people.
Glen Dimplex remains privately owned and finances its ongoing expansion from its own resources. Fundamental to its success is a policy of continuous investment in building brands, constant product innovation, and providing its customers with the products which they aspire to.
Position Overview
The Customer Support Agent is accountable for providing support to all GDANZ customers (internal and external) within a multi-channel contact centre. Handle in-bound and out-bound phone, email and other enquiries.
The role covers a number of areas, including but not limited to:
Providing exceptional customer support in line with company guidelines.
Answering incoming phone calls and assisting our customers to troubleshoot any concerns with their appliance.
Logging requests for service using our repair management system.
Responding to emails and webform enquiries from end customers and our business partners.
Proactively following up customer commitments.
Proactively dealing with customer complaints, ensuring an efficient and agreeable solution for our end customers and business partners.
Outbound calls as required.
Maintain and adhere to OH&S procedures.
Qualifications, Experience and Selection Criteria
Qualifications and Experience
Previous experience in a fast-paced contact centre environment, working towards KPI's.
Previous experience in complaints or case management is essential.
Knowledge of whitegoods, or experience working in a technical support function would be advantageous.
Exceptional and proven customer service skills, with the ability to problem solve.
Strong computer skills with a willingness to learn new systems.
Essential personal attributes
Strong interpersonal skills.
Excellent personal presentation.
A technical aptitude with the ability to problem solve.
Essential for all roles
A full unrestricted Australian work permit or visa.
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