Careline & Case Manager

Customer Service / CareLine Consultant

Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?

We are seeking a confident and empathetic Customer Service / CareLine Consultant to join a well-established, highly regarded organisation representing some of the world’s leading home appliance brands.

This is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.

The Role

As part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution.

Your responsibilities will include:

• Handling inbound calls and emails relating to product and service enquiries
• Providing customers with product information, troubleshooting assistance and usage advice
• Managing consumer complaints and cases from initial contact through to resolution
• Working towards first-contact resolution wherever possible
• Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
• Coordinating service bookings with internal engineers and authorised service partners nationally
• Rescheduling appointments and keeping customers informed throughout the process
• Identifying potential sales and direct replacement opportunities
• Guiding customers through purchasing and payment processes
• Escalating complex matters through the appropriate channels
• Maintaining accurate and detailed customer and case records
• Working closely with internal departments, sales teams and external service partners
• Providing additional support across the Customer Service team when required

About You

We are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations.

To be successful, you will ideally bring:

• Previous experience in customer service, contact centre or complaints management
• Strong communication skills and a professional phone manner
• The ability to remain calm and empathetic when dealing with frustrated customers
• Strong problem-solving and decision-making skills
• Excellent organisation and case management capabilities
• Confidence working across multiple systems and databases
• Strong attention to detail and accurate record keeping
• The ability to manage competing priorities and work to KPIs and deadlines
• A proactive, solutions-focused approach
• Experience coordinating service technicians or appointments would be highly regarded

You will be joining a collaborative customer service environment where you can build your product knowledge, develop your problem-solving skills and take ownership of delivering positive outcomes for customers.

If you are passionate about customer service and enjoy turning challenging situations into positive customer experiences, we would love to hear from you.
Apply now to find out more or contact Kellie May on 03 9535 2111.