This role in summary
The Customer Support Role acts as the primary technical and service link between the brand, its
consumers, and trade professionals. You will provide expert product guidance, facilitate complex
warranty claims, and offer technical installation support to plumbers. Willing to work Night Shift or Morning Shift Australia Time Clock
Work Experience Or Training
- 3 years in a technical call centre environment. Ideally an existing member of the
current team.
Iii. Skills And Abilities
- Good written and verbal English skills; ability to explain technical concepts to
non-technical users.
- Ability to read product manuals and diagrams to assist plumbers and installers.
- Has investigative mindset to qualify warranties and troubleshoot remotely. - Problem-solving and analytical skills
- Utilizes critical thinking to identify performance gaps and propose
resolutions, conclusions and approaches to quality issues.
- Delivers messages in a clear, compelling and concise manner.
- Foundational knowledge and application of Contact Center operational
metrics
- Demonstrates proficiency with SAP
- Attention to detail
- Active listening skills
- Displays appropriately sense of urgency to complete tasks under deadline
- Ability to multi-task
- Good interpersonal skills and teamwork, collaborates and works well with
others
- Results oriented, flexible, organized and systematic
- Self-driven and motivated; takes initiative - willing to take new instructions
- and work requests
- Resilient and is adaptable to any change that may be implemented
Iv. Other Work Conditions
- Willing to work on shifting operations which may include work on weekends with scheduled day off,
to support the assigned business and customers.
- Willing to work over time or on rest day over time to support manpower requirements of the
operations during critical days and/or peak season.
