GLOBAL BUSINESS Nisbets Australia is a global company and a leader in the catering equipment industry. We have been in Australia since 2010 but are part of a much bigger team across 10 countries. We have over 500,000 customers worldwide and sell catering equipment in over 100 countries. We attribute our ongoing growth in the catering equipment industry to our number one asset- our people! THE ROLE We are currently recruiting for a full time Customer Relations Officer in our Call Centre, working across Monday to Friday. Reporting to the Customer Relations Team Leader, you will provide customers with an exceptional experience in the event that they require assistance following a purchase. Reviewing customer needs, the Customer Relations Officer is able to design a solution that is favourable to the customer and cost effective for the business. The key focus areas of the role include: Handle a range of customer service-oriented tasks including second level/complex customer escalations and investigations Provide accurate and timely information and updates to customers, in a confident manner Take ownership of customer escalation and/or investigation and see through to resolution Refer any queries requiring action from other Nisbets teams in a timely and clear manner. Actively and constructively contribute to regular team meetings Provide feedback on processes and practices which require improvement Working in a team to achieve set KPIs Provide personalised customer service by responding to the needs of the customers Manage and update customer details at every opportunity Identify emerging trends and deliver insights to the relevant stakeholders Perform troubleshooting with customers to avoid non warranty related issues Ensure registrations, claims and any other enquiries received from customers are dealt with efficiently Manage and process warranty claims within SLA Ensure claims are completed within process and service levels expectations Provide timely information to Finance to process payments owing to service providers within SLA WHAT YOU'LL NEED TO SUCCEED The successful candidate will possess the following skills and experience: Ability to adapt to the customer's needs A can-do friendly attitude Customer and solutions focused A team drive and focus to contribute to a supportive culture WHAT YOU NEED TO KNOW Nisbets provide their employees with numerous benefits that include a competitive base salary, no evenings or weekend work, discounted staff pricing for all of your cooking needs, access to an Employee Assistance Program, and an excellent communication and wellness platform that offers great discounts to well-known retailers and shops. If this sounds like the right role for you and you have the experience required, please APPLY NOW! Nisbets Australia and New Zealand engage in Equal Opportunity recruitment practices to ensure it is a fair process for all applicants.
