Job Description
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Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?
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We are seeking a confident and empathetic Customer Service / CareLine Consultant to join a well-established, highly regarded organisation representing some of the world's leading home appliance brands.
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This is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.
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nThe Role n
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As part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution.
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Handling inbound calls and emails relating to product and service enquiries
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Providing customers with product information, troubleshooting assistance and usage advice
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Managing consumer complaints and cases from initial contact through to resolution
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Working towards first-contact resolution wherever possible
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Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
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Coordinating service bookings with internal engineers and authorised service partners nationally
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Rescheduling appointments and keeping customers informed throughout the process
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Identifying potential sales and direct replacement opportunities
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Guiding customers through purchasing and payment processes
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Escalating complex matters through the appropriate channels
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Maintaining accurate and detailed customer and case records
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Working closely with internal departments, sales teams and external service partners
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Providing additional support across the Customer Service team when required
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Customer Service / CareLine Consultant
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nAbout You n
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We are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations.
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To be successful, you will ideally bring:
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Previous experience in customer service, contact centre or complaints management
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Strong communication skills and a professional phone manner
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The ability to remain calm and empathetic when dealing with frustrated customers
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Strong problem-solving and decision-making skills
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Excellent organisation and case management capabilities
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Confidence working across multiple systems and databases
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Strong attention to detail and accurate record keeping
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The ability to manage competing priorities and work to KPIs and deadlines
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A proactive, solutions-focused approach
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Experience coordinating service technicians or appointments would be highly regarded
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You will be joining a collaborative customer service workplace where you can build your product knowledge, develop your problem-solving skills and take ownership of delivering positive outcomes for customers.
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If you are passionate about customer service and enjoy turning challenging situations into positive customer experiences, we would love to hear from you.
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📌 Customer Service (Victoria)
🏢 Veritas Recruitment Clayton Partnership
📍 Victoria