Senior Customer Service 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.

Overview

ND Industries is looking for a Senior Customer Service Advisor to join a small, steady team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote, with occasional travel to Perth (a few times a year).

Duties

• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe

Minimum qualifications

• 5-7 years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Able to sit at a workstation and wear a headset for a full shift

Preferred

• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation and benefits

• Superannuation on top of salary
• 17.5% leave loading
• Employee assistance program
• Novated leasing

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Immediately.

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