Customer Service - Internal

The Customer Service Representative plays a critical role in ensuring customer satisfaction by providing exceptional service and support.

Key responsibilities

• Serve as the primary point of contact for customers via phone, email, and where applicable text/chat
• Address customer inquiries, service requests, store service request and general support requests promptly and professionally
• Engage with customers in a courteous, empathetic manner, actively listening to understand their needs and concerns
• Troubleshoot and resolve customer issues efficiently, striving for first-contact resolution whenever possible
• Follow established procedures and guidelines to address customer complaints, escalations, and complex issues
• Collaborate with other departments as needed to resolve customer inquiries and ensure timely resolution
• Develop a comprehensive understanding of our products, services, and processes
• Accurately document all customer interactions, inquiries, issues, and resolutions in the customer service system
• Participate in team meetings, training sessions, and projects as required

About you

• Previous experience in customer service, preferably in a similar role or industry
• Excellent communication skills, both verbal and written, with a strong ability to empathize and build rapport with customers
• Proficiency in using customer service software, Microsoft 365 systems and other relevant tools
• Strong problem-solving skills with the ability to think critically and resolve issues promptly
• Positive attitude, patience, and resilience, especially when dealing with challenging situations or difficult customers
• Ability to work independently and collaboratively in our team environment, multitasking effectively while maintaining attention to detail
• Flexibility to adapt to changing priorities, procedures, and technologies as needed

About us

Wood Enterprises (Aust) Pty Ltd, established in 1968, is located at 46 Northlink Place, Virginia Qld 4014.

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