Sample Job Specification

Job Title: Customer Service Representative (Call Centre)MK3_9153

Location: Sydney

Department: Operations

Reports to: Customer Service Manager

Subordinated positions (titles): Nil

Standard Work Hours:
Monday to Friday 8.30am to 5.30pm however overtime may be required during peak periods and promotions

Purpose of Position:
To provide inbound and outbound sales and support to customers both internal and external.

Key Accountabilities: 

  • Answer inbound calls
  • Create purchase orders
  • Respond to customer enquires
  • Sell product & place customer orders
  • Up-sell products & services where applicable
  • Transfer customer calls to appropriate staff
  • Clear daily email logs
  • Identify, research & resolve customer issues
  • Complete call logs & reports
  • Enter order details into the system
  • Research all billing & payment issues
  • Authorise and process customer refunds
  • Relay all call trends where necessary to supervisor
  • Recommend process improvements where necessary
  • Quote and send out samples
  • Liaise with the various departments( warehouse, accounts receivable ) to develop solutions that best suit customer needs
  • Customer follow-ups
  • General administration as required

Person Specifications:

  • Excellent listening skills
  • A willingness to problem solve
  • Strong verbal & written communication skills
  • Resilience - being able to handle complaints from customers
  • The ability to work as part of a team
  • Be self-driven & pro-active


  • Fast & accurate data entry skills
  • Excellent phone manner
  • A high level of accuracy & attention to detail
  • Customer focus
  • Be a self starter who shows initiative
  • Respond to customer enquires

Qualifications & experience:

  • Minimum 2 years' customer service / call centre experience
  • Strong IT skills ( W4W, Excel, Outlook )
  • SAP experience

Key Performance Indicators & Conduct Requirements:

  • High professional standard of customer service, ascertained through feedback from internal and external customers
  • Display a 'can-do' attitude when assisting other departments
  • Clear all email logs within 24-48 hours

Additional Information:

  • In this role when the Customer Service Manager is away or on leave you will be expected to provide direct coverage for that position
  • You will cross train in other departments & roles to help provide coverage when other staff are on leave

Approved, Signed & Dated