Customer Care Service Agent - Gepps Cross SA

* Join our Customer Experience team as a Customer Service Agent


* Previous experience in claims or warranty in a multi-site organisation is preferred


* Hybrid role (in office 3 days) and capacity to manage 50 inbound calls per day

About us:

Schneider Electric is a global specialist in energy management and automation.

We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions.

We invent technologies that will transform the places where we live, work and play.

Our technologies ensure that Life Is On everywhere, for everyone at every moment.

Our Mission is to be the trusted partner in Sustainability and Efficiency.

About the opportunity:

Support our Customers and Sales team across our Pacific Zone (ANZ) with order enquiries, pre-sale and post-sale queries, stock levels, credit information, logistics and basic product information with the objective of continuous improvement and maximizing customer's satisfaction.

Reporting to the Customer Support Manager, a Customer Service Agent plays a key role in improving the customer experience and satisfaction for customer support interactions with Schneider Electric across all customer personas and types of enquiry, together with contributing towards revenue generation leveraging the inbound and outbound interactions with customers.

Key responsibilities:


* Detect all opportunities to serve the customer while addressing customer support requests and perform outbound sales activities


* Provide the primary level of support for customers with the aim of driving first contact resolution


* Take ownership of customer issues and work with other teams including technical support, supply chain and accounts ensuring effective and efficient resolution without compromising on quality over speed


* Reduce simple cases by promoting digital self-service tools.


* Enable the salesforce to maximize their time in field by supporting with varied and complex customer enquiries and complaints

This is a hybrid role and will require attendance at our Gepps Cross SA site a minimum of 3 days per week.

The Customer Experience team cover shifts 7am-6:30pm Monday to Friday across ANZ, overtime additional.

About you:

You will have 2-4 years of experience in a contact centre environment with a background in claims, warranty or a wholesale product environment preferred.

You will be able to show empathy and resilience in a phone call and have the capacity to manage inbound calls from ANZ customers ideally with a wholesale industrial, system integration and end user focus.

Key skills and experience:


* Level 2 Administration Certification and MS Office 365 literacy is essential


* Advanced communication skills, ability to build rapport easily


* Ability to log up to 50 inbound calls/chats of varying escalation levels per day


* Previous exposure to/usage of genesis, Salesforce or SAP highly regarded


* Experience in tailored customer supp...