Department: Customer Operations
Location: Brisbane
Description
This role is a key member of the Operations team, working in a hybrid capacity between our Customer Support and Order Fulfilment teams to deliver exceptional customer service/experiences – respond to customer enquiries via phone, email, or chat in adherence to service level requirements and standards.
This role is based in our Brisbane office and is on a casual basis.
Key Responsibilities
- Work with external suppliers/authorities to ensure the successful delivery of service requests
- Proactively escalate complex or outstanding items both internally and externally with suppliers, mitigating impacts to the business and customers
- Accurately document customer interactions and outcomes in internal systems
- Meet individual and team performance targets, with a strong focus on customer satisfaction
- Maintain up-to-date knowledge of Dye & Durham products, services, and policies
- Contribute to a supportive and team-oriented environment
Skills, Knowledge & Expertise
- Experience within a customer service role or data entry
- The ability to handle a high volume of customer requests within tight deadlines.
- Well-developed customer focused and interpersonal skills, including the ability to negotiate and resolve conflicts, build effective relationships and work through complex, confidential and sensitive matters.
- Excellent written and verbal communication skills
- Competent level of ability with Microsoft Office products and experience managing multiple systems desirable
- Ability to work autonomously in a collaborative team environment
- Demonstrated ability to analyse problems and provide meaningful solutions that maximise client satisfaction
- Experience using help desk management solutions (Zendesk, Jira, etc) highly desired, but not essential
Job Benefits
At Dye & Durham we strive to be visionaries!
As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering a range of learning and career opportunities through mobility and learning.
We offer a host of benefits including additional personal leave, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
