Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?
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.This is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.The RoleAs part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution.Handling inbound calls and emails relating to product and service enquiriesProviding customers with product information, troubleshooting assistance and usage adviceManaging consumer complaints and cases from initial contact through to resolutionWorking towards first-contact resolution wherever possibleManaging a portfolio of customer cases and ensuring they are actioned within required timeframesCoordinating service bookings with internal engineers and authorised service partners nationallyRescheduling appointments and keeping customers informed throughout the processIdentifying potential sales and direct replacement opportunitiesGuiding customers through purchasing and payment processesEscalating complex matters through the appropriate channelsMaintaining accurate and detailed customer and case recordsWorking closely with internal departments, sales teams and external service partnersProviding additional support across the Customer Service team when requiredCustomer Service / CareLine ConsultantAbout YouWe are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations.To be successful, you will ideally bring:Previous experience in customer service, contact centre or complaints managementStrong communication skills and a professional phone mannerThe ability to remain calm and empathetic when dealing with frustrated customersStrong problem-solving and decision-making skillsExcellent organisation and case management capabilitiesConfidence working across multiple systems and databasesStrong attention to detail and accurate record keepingThe ability to manage competing priorities and work to KPIs and deadlinesA proactive, solutions-focused approachExperience coordinating service technicians or appointments would be highly regardedYou will be joining a team-oriented customer service environment where you can build your product knowledge, develop your problem-solving skills and take ownership of delivering positive outcomes for customers.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 (Melbourne)
🏢 Veritas Recruitment Clayton Partnership
📍 Melbourne