The Customer Care Centre is responsible for delivering outstanding consumer experiences that are effortless and delightful. A Customer Contact Centre Officer plays a key role as the first point of contact for Electrolux Home Products consumers and customers.
A Typical Day Working within the Customer Care Centre is a fast paced and dynamic role, with a number of teams working together to provide our consumers and customers with outstanding experiences. While the focus of each team may differ (as outlined in the Customer Care Centre Capability Framework) every Customer Contact Centre Officer may expect to be responsible for and/or involved in the following on a typical day;
- Managing consumer and customer enquiries by telephone or electronically
- Providing prompt responses and resolutions to customer enquiries ensuring an effortless and delightful experience
- Handling and resolution of consumer and customer complaints from initial contact to finalisation
- Obtaining and evaluating all relevant information to handle enquiries and complaints
- Processing sales orders, forms, applications and requests
- Seeking assistance and / or escalation to the appropriate designate when required to enable the resolution of issues
- Following designated processes and procedures to complete workflow tasks using a range of systems
- Maintaining accurate records of customer interactions and transactions
- Recording relevant details of enquiries, comments and complaints
- Liaising with internal customers, partners, including distribution, factory, service, parts and field team members to delivery outstanding consumer experiences
- Efficient use of CRM and ERP systems
- Attending and participating in product, systems and site training as required.
- Working to a roster to meet the evolving business demands of a 7 day National Customer Care Centre
- Understanding relevant sectors of the Trade Practices Act, Consumer legislation and WHS Legislation
