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 Role 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.
Your responsibilities will include:
Handling inbound calls and emails relating to product and service enquiries
Providing customers with product information, troubleshooting assistance and usage advice
Managing consumer complaints and cases from initial contact through to resolution
Working towards first-contact resolution wherever possible
Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
Coordinating service bookings with internal engineers and authorised service partners nationally
Rescheduling appointments and keeping customers informed throughout the process
Identifying potential sales and direct replacement opportunities
Guiding customers through purchasing and payment processes
Escalating complex matters through the appropriate channels
Maintaining accurate and detailed customer and case records
Working closely with internal departments, sales teams and external service partners
Providing additional support across the Customer Service team when required
About You We 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 management
Strong communication skills and a professional phone manner
The ability to remain calm and empathetic when dealing with frustrated customers
Strong problem-solving and decision-making skills
Excellent organisation and case management capabilities
Confidence working across multiple systems and databases
Strong attention to detail and accurate record keeping
The ability to manage competing priorities and work to KPIs and deadlines
A proactive, solutions-focused approach
Experience coordinating service technicians or appointments would be highly regarded
You will be joining a cooperative 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.
What’s on offer
A place where you can move your career forward, where you’ll be continuously backed to make current ideas happen and the chance to do work that makes real, significant impact in the world.
We’re proud to be recognised as one of Australia’s Best Workplaces™ by Outstanding Place to Work®, a Family Friendly Workplace and a WORK180 endorsed employer for women.
The support of a highly engaged, high-performing team including a leadership team that you’ll actually have face time with.
24 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave and paid family & fertility planning leave.
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