Customer Care Representative
Description
MAIN DUTIES/RESPONSIBILITIES:
- Demonstrates a constant example or quality service to customers and JHTA employees to maintain the reputation of JHTA within the Australian market
- Provides quality customer service at all times and maintains customer service focus at all times
- Answers incoming calls, instant messanging and other lines of communication form
customers in a timely manner - Ensures the client's call phrases and responses are utilised in accordance with department
policy as outlines in call centre manual - Identify customer needs and asks questions to gather information
- Add call notes to Reamaze ticket for view by the JHTA Customer Care Team
- Uses client systems provided to look upcustomer jobs and tickets for update and response to
customer inquiries – as per below - Communicates to the Customer Care Team any issues requiring communication
- Maintains confidentiality of all information
- Other tasks as directed
SYSTEMS USED
- Microsoft CRM
- Reamaze
- Phone system – 3CX
- Other systems as required
EXPERIENCE:
- Experience in call centre environment, incoming and outgoing call experience
SKILLS:
- Excellent verbal and written communication skills – professional speaking voice
- Strong listening skills
- Excellent problem solving skills
- Intermediate Microsoft Office skills
- Ability to stay professional and positive during difficult customer calls
- Ability to multi task and manage time effectively
PERFORMANCE GOALS:
- Ensure call notes are recorded in each ticket during the call with customers
- Deal with clients, suppliers and other employees professionally at all times