Customer Care Representative

This is a remote position.

Role Purpose:

• Responsible for the management of customer contacts, serving as the primary point of contact for all customer enquiries.

• Act as an advocate for our brand, ensuring that every interaction leaves a positive and lasting impression.

• Provide a seamless experience for customers, regardless of the channel of their enquiry.

• Adopt a solution-focused approach to deliver frictionless customer experiences within existing processes and system capabilities.

• Tailor solutions to resolve customer contacts efficiently and effectively, ensuring satisfaction at every touchpoint.

Key Role Responsibilities:

Identify Customer Needs:

• Active comprehension and listening skills to effectively understand customer enquiries.

• Effective questioning techniques to unlock the root cause of contact.

• Demonstrate understanding of customer needs (obtain verbal handshake).

• Navigate existing information and customer details to formulate a holistic view of the customer.

• Interact with customers by responding appropriately to their needs, ensuring timely communication, managing expectations, providing alternative solutions, and aiming for one-touch resolution to maximize customer satisfaction and value.

Interact with Customers:

• Respond appropriately to customer requirements and identify relevant information.

• Provide the customer with confidence and deliver on promised communication timeframes for queries that cannot be immediately resolved.

• Manage customer expectations and provide alternative solutions where expectations are not met.

• Where appropriate, ensure customers' inquiries are resolved in one-touch, maximizing customer value and service delivery.

Delivering Quality Through Adherence to Process:

• Efficient use of systems and technology to manage enquiries, cases, and workflow.

• Ensure that all documentation and information is accurately recorded and tracked.

• Respond to customer interactions in line with brand expectations to build trust and confidence (scripting, standard responses, high level of communication skills).

• Use clear, simple, and easy-to-understand language, ensuring responses are comprehensive across all channels.

• Treat customers with respect and courtesy to enhance and develop customer loyalty.

• Escalate and follow up complaints in line with policies.

• Capture any enquiries outside of existing frequently asked questions and take to leadership to create automation and articles in the knowledge base.

• Liaise with leadership to update policies and procedures where necessary.

• Take ownership of follow-up actions to progress the customer through their journey in accordance with escalation policies, timeframes, business rules, and practices.

Conduct Telephony Contact:

• Identify contact details and apply organisational policies and procedures.

• Prioritise existing ticket volume to ensure balanced contact for incoming contact volume.

• Understand current campaigns, sales, product recalls, or relevant customer communications that may impact the customer's journey with the company.

• Greet customers according to organisational protocol in a manner that encompasses cultural diversity.

• Adhere to ACMA telemarketing standards on customer privacy rules.

Sales Assistance:

• Provide personalised sales assistance by actively engaging with customers.

• Leverage knowledge to drive sales and deliver exceptional service tailored to customer needs throughout the sales process.

Safety and Compliance:

• Adhere to consumer laws and regulations.

• Follow all business procedures and regulations regarding the protection of customer information.

• Ensure that safety reporting and processes are followed via Donesafe as required.

Ad Hoc:

• Perform ad hoc duties and support other departments when required.

Requirements:

Experience and Knowledge:

• Proven experience in customer service, preferably in a retail environment.

• Strong verbal and written communication skills.

• Familiarity with CRM tools like Zendesk and omni-channel solutions.

• Solid understanding of the products and services being supported.

• Ideally some sort of insurance/claims background.

Technical Skills:

• Dual monitor is required.

• Proficient in using Microsoft Office Suite and other business tools.

• Experience exporting data and managing it across systems.

• Ability to learn new technologies and processes quickly.

Soft Skills:

• Empathy:Ability to build emotional connections with customers and provide human-centered interactions.

• Proactiveness:Anticipate customer needs, take initiative, and offer solutions without prompting.

• Customer Intimacy:Deliver personalized service that strengthens relationships across touchpoints.

• Conflict Resolution:Ability to effectively mediate disputes, de-escalate tense situations, and find mutually beneficial solutions.

Behavioral Skills:

Effective Communication:

• Use clear, professional, and respectful language across all communication channels.

• Avoid jargon or colloquial language that may confuse or mislead customers.

• Maintain a positive and focused tone to ensure productive conversations.

Customer Focus:

• Demonstrate a passion for helping customers and resolving issues with confidence.

• Strive to exceed expectations and build long-term customer loyalty.

Decision-Making and Problem-Solving:

• Provide quick and practical solutions to meet customer needs.

• Use sound judgment to balance customer satisfaction with business efficiency.

Benefits