Summary

Office based, serves customers by providing product and service information; resolving product and service problems.

The Customer Service Representative will meet and exceed all company and individual goals in line with the company’s policies, procedures and values.

Essential Duties

  • Attracts potential customers by answering product and service questions; suggesting information about other products and services
  • Responding to all emails and faxes in a timely manner
  • Data Entry
  • Maintains customer records by updating customer information
  • Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem;
  • Selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommends changes which may be needed to management by collecting customer information and analyzing customer needs
  • Contributes to team by assisting to accomplish department goals
  • Keeping up to date with all new changes and information which may be relevant to your position, you need to be knowledgeable
  • Follows all internal procedures and polices
  • Liaisons with correspondents when needed
  • Monitoring of all transactions to ensure payments are made on time
  • Completes assigned tasks and shift responsibilities daily
  • Understands the importance of the Australian Privacy law and follows the legislation and procedures accordingly
  • Develops and Maintains relationships throughout the organization between agents, correspondents and staff
  • Maintains customer satisfaction
  • Ensure Avaya standards are met for department.

 

Other

  • Other duties, special projects, and special reporting as assigned without extra remuneration