Job Title

The successful candidate must have excellent written and verbal communication skills and be able to maintain a positive and energetic mindset in all situations. They will be solely responsible for building and maintaining strong customer relations and investigating & resolving customer inquiries and complaints. This role also requires someone who is a strong problem solver.This is a 12-month Fixed-Term contract, working hybrid, 3 days per week in our Port Melbourne office.WHAT YOU''D BE DOING IN THIS ROLEDeliver empathetic support on all inbound customer inquiries and provide solutions through phone, email, live chat, and social media channels with courtesy and professional serviceServes as the Tier 1 escalation point of contact for identified issues and resolves complex issues related to but not limited to order fulfillment, payment processing, checkout, and technical issuesEnsure the customer database is maintained with all relevant data and details, including the reason for contact, identified concern, product details and final resolutionAccurately categorize and disposition customer insights to ensure data integrity is maintained by listening actively to and valuing customer feedbackMeet and exceed customer expectations in a manner that complies with DECIEM policies, practices, and proceduresWork closely with internal stakeholders such as eCommerce, Product Experience, Transportation, Retail, Quality Control, Online and IT to satisfy customer needsActively collaborate with your team members in meetings and huddles to share experiences, best practices, insights and outcomes to enhance team performance and advance team expertiseBe a positive team player, continuously looking for ways to improve and impact the customer''s experience with DECIEMRemain up to date with product knowledge, company initiatives, and Brand campaigns to educate and foster customer engagementMeet quantitative performance metrics as outlinedSKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONEPreferred 1 to 2 years relevant experience in a Contact Centre environment or similar roleExcellent time management skills and the ability to prioritize work & ability to effectively manage multiple interactions and adapt to change within a fast-paced work environmentAttention to detail, problemsolving skills, excellent written and verbal communication skillsIntermediate computer skills in various software and webbased applications (Outlook, Google Suite, Salesforce)Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlinesWHAT YOU''LL BE GAINING BY JOINING OUR TEAMThere''s a lot of good stuff that comes along with being a DECIEM team member. Here''s a few of our favourite perks and benefits, in no particular order...Monthly catered lunches and chances to connect with your teammates.Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.Access to Study Grants & a LinkedIn Learning membership to help you keep growing and learning.First dibs on new products.A generous discount on DECIEM products for you, your family, and your friends. #J-18808-Ljbffr