Primary Responsibilities & Duties
The purpose of the Customer Care Officer is to work within a defined framework to drive incremental sales of convenience meals to customers.
The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile ie. customers with a disability, their carer's and people >65 years.
The Role Is Comprised Of Primary And Secondary Objectives
Primary Objective Customer sales
- Receive inbound & conduct outbound calls to current and newly onboarded customers
- Improve value per order through upselling of meals
- Complete sales tasks correctly within approved business systems
- Resolve customer issues at point of contact with a high level of empathy, within delegation.
Secondary Objective Complimentary administrative tasks
- Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
- Instigate general enquiries, feedback and QA workflows into upline delegations.
Key Responsibilities
Inbound Telephone Calls/Emails:
- Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries & complaints)
- Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records
- Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently.
Outbound Telephone Calls/Emails
- Facilitate outbound communications to customers / clients & providers
- Update, upsell, renew orders or assist with funded plans
- Facilitate a variety of administrative tasks to third parties relating to schedule of services
- Liaise with external stakeholders on the status of a customer's service.
Customer Order Processing
- Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries
- Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes
- Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment.
Qualifications, Knowledge And Experience
- Experience handling outbound calls.
- Preferably with upselling experience.
- Proven experience multi-tasking within online and software environments.
- Demonstrated experience in working to business strategies and revenue targets within a team environment.
- Strong aptitude for online platform and software environments
- Articulate and clear communicator (verbal & written)
- Excellent multi-tasking skills
- Calm, self-aware with a strong EQ
- Strong problem-solving skills
- Good attention to detail, accuracy, and time management
- Compassion, empathy & desire to facilitate assistance to vulnerable populations
- High level of interpersonal and communication skills
- Ability to thrive in a fast-paced environment
- A hands-on approach with determination to make things happen.
