Contact Centre Advisor

Customers include energy companies, utilities and heavy equipment makers. We make compressors, generators and power equipment sold through distributors worldwide. Founded in 1969, we now have 4,900 employees. Most of the floor leads started as machine operators.

Job summary

We're looking for a Contact Centre Advisor to join our team in Perth. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This position is on site in Perth.

In this role you will

• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead

What you need

• 2-4 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Comfortable using multiple screens and systems at the same time
• High school diploma or GED
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)

Preferred

• Chat support experience
• Experience handling escalations
• Prior billing or insurance call centre work

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What we offer

• Superannuation on top of salary
• 17.5% leave loading
• Paid overtime
• Salary packaging
• Additional leave days
• Study leave
• Above-award pay rates

Shortlisting will begin immediately.

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at ND Industries Ltd.