Job Title: Customer Service Representative (Call Centre)
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
Competencies:
- 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
Claire
03:49 07 Feb 20
Lisa, Margaret and the team at Peninsula Personnel have been such a delight to work with and are so quick to move on... the roles they have available. Within the week of walking into peninsula personnel I had been set up with my first assignment to start the following Monday. Can’t fault them in their approach, especially over the Christmas period. It’s unlucky that we were not able to secure a role in my current field but that wasn’t without them trying.
Thank you again to the team, I would highly recommend them (and already have done) to anyone on the job search whether temp or permanent and I would be back with them if needed in an instant.read more
Paris Block
01:54 22 Jan 20
I had the most wonderful experience dealing with the friendly ladies at Peninsula Personnel. Deciding to change careers... was a big step for me but Amanda and Margaret made me feel so comfortable throughout the whole process. I trusted their expert opinion with every step and it definitely paid off for me! Highly recommend choosing Peninsula Personnel for any career change you are thinking of making.read more
Nicole Florence
06:57 09 Jan 20
Very mixed feelings about our experience with this agency, I cannot recommend Peninsula Personnel to employers, they... are clearly an employment agency for employees and their own benefits only. Employees looking for work, this is a great agency for you, including the lovely packaged gift you get once you are placed in your new role ;) We certainly will not use them again and are probably the first client to even bother leaving a such a review for others to know what to expect.read more
Morgan Smith
04:57 12 Dec 19
Peninsula made me getting a job easy and an all around great experience. I told them I was really keen on a specific... position. Unfortunately, a didn’t meet a language requirement and they were quickly looking for the next. The job requirements came back amended from the first and Amanda quickly called me to get an interview! I was so excited and I think they may have been more excited for me. They were endearing and genuinely cared about finding me a job I was excited about and not just placing me somewhere for their benefit. They also sent me a very sweet Christmas gift to celebrate. Would absolutely recommend the whole team!read more
Stuart Wagland
00:18 28 Nov 19
Peninsula Personnel were excellent. Great service and quick turn around. Found the right candidate. Much more... effective than conducting recruitment oursleves.read more
Daniela Alvarez
10:03 19 Nov 19
very professional and efficient. In less than a week the find me the right role for me I couldn't be more happier with... their service and the role. Thanks you Amanda, Margaret and the rest of the PP team.read more
Brooke Golosky
03:42 14 Nov 19
Such a wonderful experience working with the lovely staff at Peninsula Personnel. Amanda went above and beyond to help... find permanent employment for me and I couldn't be happier with the results. Thank you PP, I will definitely be recommending you to all!!read more
Denise Cooper
06:02 12 Nov 19
“My experience of working with Lisa was exceptional. From initial contact until she successfully placed me into a... suitable role, she consistently supported me in my application. Lisa went above and beyond to ensure I was prepared and even gave me some great tips to improve my resume. Lisa approachable and offers a professional service. Highly recommended.”read more
Eunice Yip
02:19 24 Oct 19
Thank you to Lisa and the team.
You have always managed to find for me interesting long/short term assignments... efficiently. This is despite my request for jobs with parking facilities or close to convenient public transport. Certainly a big thumbs up. 👍read more
SanGameSwaraN SivAraJ
08:56 18 Oct 19
I came into Australia with a work permit, two days after applying for my core relevant jobs, within a day get a phone... call from Lisa about my interest to apply for the role, then get the interview date from PP. On the same day, attend both Interviews with PP and their clients successfully. After clear my cross-checks got a confirmation mail for ready to join. Thanks to everyone in Peninsula personnelread more
Daniel Khodaverdian
20:26 16 Oct 19
Very lovely staff and a highly professional service. They are the winner and finalist for multiple local business... awards servicing the local area as well as greater Sydney. Well done peninsula personnel.read more
Валентина М
08:06 10 Sep 19
Exceptional service
Thanks to Lisa and her amazing team I have found my first job in Australia. Thank you for your... exceptional attitude. I have never seen such a professional service before.
💯 recommend!read more
Oxley Home Care
04:30 10 Sep 19
Peninsula Personnel are the number one choice for us when recruiting office staff. The professional approach from the... owner Lisa and through to all the staff, permanent placement and temporary hire, they have looked after us well. Thank youread more
penny carnell
09:34 09 Jul 19
I highly recommend Peninsula Personnel, my experience with them has been extremely professional and successful. The... team is engaging, welcoming and nurturing. A special thanks to Lisa and Ally for their caring and encouraging guidance during my journey to finding my new role.read more
Veronika Kubacka
03:26 05 Jul 19
Allie provided the best service she possibly could. She was very professional. Communication with her was super easy.... She motivated me to complete all tests ad believed I me. I got a new job within 3 days . Highly recommend peninsula Personal Jobs.read more
Jo Dage
00:58 13 Jun 19
I couldn't be happier about my decision to turn to Peninsula Personnel. Whole interviewing/employment process was... quick, efficient and stress-free. Hannah found the best fitting position for my skills set, and overall was extremely proactive, professional and responsive consultant.
I cannot express my thanks enough for matching me with my current employer.
I have no hesitation in recommending Peninsula Personnel for the highly professional service.read more
