We have an exciting opportunity for a Customer Service Advisor to join our team. This position is well-suited to a an enthusiastic team player with a passion for delivering excellent customer service.
This position is based in the Customer Contact Centre. As a Customer Service Advisor you will be the voice of Karndean, delivering excellent customer service via telephone, email and live chat. You will respond to queries about products, orders, warranties and technical queries whilst using our full suite of systems and tools such as CRM, telephony platforms, case management etc to ensure timely, professional resolutions. With the full Customer Experience at the heart of all you do, delivering exceptional service will be your day to day goal.
Responsibilities:
* Respond to inbound customer enquiries via phone, email, and chat, ensuring first-contact resolution wherever possible.
* Use all relevant systems as tools to deliver exceptional service and maintain the 360 degree view of our customers.
* Escalate complex or high-priority cases to supervisors in a timely manner, while aiming to resolve all matters in the first instance wherever possible.
* Maintain up-to-date knowledge of Karndean products, services, and processes.
* Contribute to CSAT and SLA targets by delivering timely and accurate service.
* Participate in training sessions and contribute to team improvement initiatives.
* Accurately document all customer interactions in line with internal processes, on relevant systems such as CRM etc.
Requirements:
* Prior experience in a customer-facing or contact centre role.
* Clear, professional communication skills (written and verbal).
* Strong problem-solving mindset and ability to work independently.
* Basic computer literacy and confidence using customer service platforms.
* eam player with a positive attitude and a passion for customer satisfaction.
Desirable Skills:
* Prior experience in a customer-facing or contact centre role.
* Experience using CRMs, Telephony systems, Case management systems.
* Experience working in a high-volume contact centre environment.