About the business
Andi-Co Australia is a family-owned distributor of premium European appliances for household and commercial applications across Australia, since 1982.
We proudly supply Australia with Falcon range cookers from the UK, custom-made La Cornue range cookers from France, and Liebherr refrigeration appliances from Germany, with new US and European brands being launched shortly. Our commitment to providing exceptional products is matched by our dedication to delivering outstanding service to our customers.
At Andi-Co Australia, our mission is to enrich people’s lives through superior brands, products, and services. We are passionate about delivering an amazing customer experience, driven by our core values: we look after our customers, we strive for continuous improvement, and we work together as one team. These principles guide our efforts and foster a culture where excellence and customer satisfaction are at the forefront of everything we do.
We are currently seeking an experienced and passionate After-Sales Support / Customer Service Consultant to join our dynamic team in a part-time (2 or 3 days a week) position. Located on-site in Oakleigh in newly refurbished offices, this role offers the opportunity to learn and develop and provide exceptional customer service to buyers of our top of the range, luxury products. This is a role that will offer you both exciting challenges and continuous support within a close-knit team environment and would ideally suit someone wanting to move away from a fast-paced call centre environment.
We offer amazing benefits such as On-Site Monthly Massages, EAP, Corporate Volunteering, Lunches and Morning Teas, Free Parking and Team Social Events.
About the role
Responsibilities include:
- All aspects of over the phone After-Sales Support / Customer Service support providing outstanding service to support premium brands
- Use your excellent time management skills to respond to multiple customers using phone and email
- Manage customer correspondence post purchase, customer product and technical enquiries
- Resolve product or service problems by clarifying customer needs, troubleshooting and selecting and explaining the best solution
- Manage customer warranty claims
- Identify customer needs to achieve satisfaction
- Liaising with internal and external stakeholders and building rapport with service agents
- Demonstrate initiative to make decisions that service both the interests of the company and the customer
- Collect customer information and other pertinent information such as addresses and phone numbers as appropriate.
Skills and experience
Required Qualifications and Experience:
- Previous experience in providing over the phone After-Sales Support / Customer Service to discerning clients
- Experience using ERP software (experience with Pronto would be advantageous)
- Experience of Zendesk ticketing system would be advantageous, but by no means mandatory
- Technically minded or with a willingness to comprehensively learn the products
- Exceptional attention to detail
- Competent knowledge of Microsoft Office and Outlook
- Ability to multi-task and trouble-shoot problems, often thinking outside the box to resolve issues
- Team player who enjoys being part of a fun and dynamic team, whilst being empowered to work autonomously
- Quick learner with ability to work in a busy, yet collaborative and supportive environment
- Passion for customer service and a willingness to go above and beyond.
If you meet the above criteria and are looking for a stable and long-standing role, we encourage you to APPLY by providing your resume AND a covering letter outlining why you feel you would be successful in this role.
