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PLATINUM CUSTOMER SERVICE OFFICER

Bris based | $65,000 + super
Full Time

This is a unique inbound customer service role that is loaded with variety and challenge. You will be their national Platinum Customers go to person for any orders, enquiries or seeking issue resolutions for all and any of their service offerings – whatever their needs are you will be trusted to operate as the conduit between your internal departments (operations, accounts, etc) and their stakeholders, ensuring their enquiry/request is given the priority a Platinum Customer should expect, which also supports their commitment to a premium customer experience. 

Key responsibilities will include: 

  • Operating as the first point of contact for Platinum Corporate Clients orders, price enquiries, general enquiries and concerns

  • Ensuring first call resolution is a focus to deliver ‘best practice’ outcomes

  • Operating as the conduit between each customer and the organisation, to ensure a timely response is delivered in line with SLA’s

  • Prioritising needs of customers whose services have not been delivered by identifying the appropriate department/business unit and addressing the need as a priority, then facilitating a route cause analysis process when service levels are not achieved to ensure the problem is not systemic and has been rectified

  • Extensive stakeholder engagement and management to support a proactive and seamless customer centric service

  • Work in close collaboration with various members across the organisation, developing strong partnerships with them to ensure a customer centric approach is at the heart of all decisions and recommendations, and a timely and quality service is sustained

  • Risk management and risk mitigation regarding platinum accounts, through the supporting and promotion internally of a high-performance culture, which includes encouraging a customer centric approach in the solutions being presented

  • Maintenance of the CRM to ensure currency of information

  • Remaining calm through any problem-solving activities and managing communication well

  • Confident in excel and ideally salesforce (although not essential)