The Organisation Glen Dimplex Australia Pty Ltd is part of the Glen Dimplex Group which was founded in 1973 and considered the world's largest electrical heating business and holds significant market positions in the domestic appliance industry worldwide. With an annual turnover of AU$2.8 Billion, the Group employs over 10,000 people. Glen Dimplex remains privately owned and finances its on-going expansion from its own resources. Fundamental to its success, is a policy of continuous investment in building brands, constant product innovation and providing its customers with the products which they aspire to. Position Overview The Customer Support HyperCare Agent is accountable for providing support to all GDANZ customers (internal and external) within a multi-channel contact centre. Working within the consumer support team to find solutions to customer issues arising from our heating, cooling and home appliance products, handling in-bound and out-bound phone calls, emails and other enquiries. The role covers a number of areas, where Agents are required to: Address and resolve customer complaints and queries efficiently adhering to the processes and policies in place. Show empathy and understanding to customers Act as a bridge between customers and internal teams for detailed product inquiries and troubleshooting. Collaborate with internal teams to find lasting and practical solutions. Ensure that all complaints and issues are documented thoroughly. Contribute to team discussions about improving service delivery and product quality. Oversee the processing and logistics of replacement products for end customers. Qualifications, Experience and Selection Criteria Essential Qualifications and Experience Ability to follow processes and escalate when required Ability to interact professionally with dealers, customers, and internal teams Strong organizational skills Attention to detail Ability to work independently and within teams Ability to problem solve, remain calm and communicate effectively A passion for delivering exceptional customer service and ensuring customer satisfaction Desired Requirements Previous experience in call centres is desirable but not mandatory Previous experience in a fast-paced environment is advantageous Strong verbal and written communication skills Strong computer skills with a willingness to learn new systems Essential for all roles A full unrestricted Australian work permit or visa
