Customer Service / CareLine Consultant/n

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/nAre you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?/n

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/nWe 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./n

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/nThis is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support./n

/n The Role

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/nAs part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution./n

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/nYour responsibilities will include:/n

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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

/n About You/n

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/nWe are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations./n

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/nTo be successful, you will ideally bring:/n

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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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/nYou 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./n

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/nIf you are passionate about customer service and enjoy turning challenging situations into positive customer experiences, we would love to hear from you./n

/nApply now to find out more or contact Kellie May on 03 9535 2111.

📌 Customer Service (Melbourne)
🏢 Veritas
📍 Melbourne