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 diverse role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.
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Responsibilities include:
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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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About You:
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Previous experience in customer service, contact centre or complaints management
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Robust communication skills and a skilled 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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Contract: Full‑time
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Salary: Not specified
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Location: Brunswick, United Kingdom
J-18808-Ljbffr
📌 Customer Banking Specialist Brunswick Melbourne
🏢 Commonwealth Bank Of Australia
📍 Melbourne
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