• Represent clients when talking face-to-face with their customer base
• Work side by side with top management to perfect abilities
• Build relationships with customers to help them obtain the best product for their needs.
• Take responsibility for attending morning meetings
• Monitor and measure client satisfaction
• Responsible for customer inquiries
• Communicate the customer priorities to the workshop
• Ensure the order management process, manage orders in the CRM
• Communicate the delivery plan weekly and keep a record of customer interactions
• Upgrades, downgrades, new services
• Post-service follow-ups and quality checks

Skills: Client Representation, Management Collaboration, Customer Relationship Building, Meeting Attendance, Client Satisfaction Monitoring, Customer Inquiry Management, Order Management, Post-Service Follow-ups

• Record customer details and provide access to a solution
• Collaborate with necessary team members and management to resolve the issue
• Make changes to customer accounts accordingly
• Respond to online teaching centers and business units’ requests through Salesforce in a timely and effective manner.
• Assist teachers with their queries related to online lesson delivery in a thorough, supportive, and diplomatic manner. 
• Need to “Read between the lines” to spot the source of problems and ensure solutions are presented in a clear and user-friendly way to the largely remote-based teacher population.
• Show excellent judgment and accountability in handling time-sensitive and escalated complaints from students. 
• Work with online teaching centers on outreach to provide timely and appropriate responses regarding student/teacher issues to preserve and maintain a positive product image.
• Report and follow up on any queries that relate to other stakeholders such as Operations, Products, Academic teams and Business Units.
• Analyze trends in teacher and student cases to propose system and process improvements.
• Work with customers, sales reps, production scheduling, and shipping to ensure accuracy and correct timing of orders to provide the best possible service to customers.

Skills: Customer Detail Recording, Team Collaboration, Account Management, Salesforce Request Handling, Teacher Query Assistance, Problem Identification, Escalated Complaint Management, Trend Analysis and Reporting

• Ensure clients are satisfied with the services they purchased as well as the level of service they received.
• Answer client questions, assess product or service problems, and resolve issues in a variety of ways using best judgment.
• Maintain key customer relationships and develop and implement strategies for expanding the company's service offerings to existing clients.
• Develop and maintain an effective method for gaining client feedback as to satisfaction and needs.
• Researches, analyzes and suggests solutions to non-routine claim issues.
• Facilitates prompt complaint resolution through direct contact with brokers and upper management.
• Preparing valuations of customer portfolios by collecting, analyzing, and summarizing data obtained from customer's portfolios.
• Maintain the shipping files for orders that have been shipped.
• Initiate change orders when required.
• Maintaining communication with sales representatives.
• Managing multiple calendars and scheduling appointments.

Skills: Client Satisfaction, Issue Resolution, Customer Relationship Management, Client Feedback Gathering, Claim Issue Analysis, Complaint Resolution, Portfolio Valuation, Order Shipping Management

• Self-manage a daily queue of invoices to reach out and get payment status updates
• Follow up on unpaid invoices, communicating through phone and email contact
• Review payment trends to assess which invoices to follow up on
• Analyze delinquent accounts to identify potential issues
• Resolve customer issues that inhibit payments
• Communicate professionally by phone and email with customers
• Document communication with customers for follow-up if needed
• Correspond with customers via email and ensure emails are answered on time and with excellent customer service.
• Have a working knowledge of current Electric Picks products and procedures
• Process returns and exchanges via Returnly
• Take responsibility for processing customer repairs

Skills: Invoice Management, Payment Status Updates, Delinquent Account Analysis, Issue Resolution, Professional Communication, Customer Follow-up, Return and Exchange Processing, Repair Processing

• Overseeing the internal dispute resolution process and administration of regulatory-mandated trigger dates
• Overseeing the external dispute resolution process with the Australian Financial Complaints Authority (AFCA) along with the day-to-day management of AFCA Cases across the retail and advised segments of the business
• Understand and implement regulatory changes mandated by ASIC within the business and ensure we maintain regulatory compliance with the ASIC framework particularly as it relates to a complaint-handling process
• Managing Complex IDR and all EDR for the businesses retail and advised segments of the business
• Delivery and implementation of regulatory changes applicable to the business
• Leading complaints data and insight tracking across retail and advised segments of the business
• Delivering capability uplift through service and distribution teams
• Maintaining ownership of Policies and Procedures and updating collateral following regulatory changes
• Liaising and collaborating with internal and external stakeholders (including AFCA) regularly about several matters
• Reviewing and approving staff correspondence to retail and advised customers and making necessary adjustments as/if required
• Creation of Induction and Complaint Handling material and facilitating of training sessions for new and existing staff members
• Ongoing support of front-line teams through individual and group coaching
• Regular interaction with senior leadership in the creation, delivery and implementation of continuous business development projects

Skills: Dispute Resolution Management, Regulatory Compliance, Complex Case Management, Regulatory Change Implementation, Complaints Data Tracking, Policy and Procedure Ownership, Stakeholder Collaboration, Training and Coaching

• Experience in customer relations, preferably at an automotive OEM
• Excellent social media acumen with prior experience
• Salesforce or CRM experience
• Social media mining knowledge
• Ability to effectively identify cases that require escalation
• Strong verbal and written communication skills
• A positive outlook with an energetic personality
• Solution orientation
• Strong dedication to delivering excellence in customer satisfaction
• A strong organization with the ability to manage multiple client responses

Qualifications: BA in Communication Studies with 3 years of Experience

• Experience with the claim-handling process
• Experience working with EPIC software
• Ability to be flexible and adapt to changing situations at a high-growth company
• The ability to document professional, clear, and concise communications.
• Must have the ability to work collaboratively with multiple internal teams and customers from diverse backgrounds.
• The willingness and ability to continuously and quickly learn varying systems and processes.
• Must be customer-focused.
• Strong follow-through skills
• Desire and strong ability to work independently and in a team environment
• Able to effectively work with numerous departments and working styles and eager to develop a clear understanding of how to present and share information across the different teams

Qualifications: BA in Human Resource Management with 4 years of Experience

• Experience in customer service, import/export, or logistics/warehouse management
• Experience working in a manufacturing company
• Proficient in the English language, both spoken and written
• Proficiency in Microsoft Office applications, and especially MS Excel
• A good working knowledge of SAP 
• Customer-oriented with strong negotiation skills. 
• Excellent problem-solving skills
• Well-organized and detail-oriented
• Patient, proactive and able to work under high pressure and with strict deadlines
• Good interpersonal skills and willingness to take on new challenges

Qualifications: BA in Business Administration with 5 years of Experience

• Experience in a customer service and data entry environment.
• Knowledge of and experience with Customer Relationship Management (CRM) software
• Salesforce and/or HubSpot experience 
• Excellent command of the English language with outstanding grammar and spelling skills both oral and written.
• Ability to interact effectively with all levels of customers.
• Interpersonal skills and basic understanding of office procedures.
• Maintain a positive and enthusiastic attitude.
• Excellent organizational skills.
• Provide attention to detail.
• Experience with event registration processes.

Qualifications: BA in Public Relations with 2 years of Experience

• Related customer service experience and/or training
• Financial and/or sales experience
• Customer service skills, including conflict resolution and telemarketing
• Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions with data entry skills
• Selling skills, including up-selling and overcoming objections
• Excellent verbal and written communication skills
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine rate, ratio, and percent
• Ability to work independently under general supervision
• Computer skills with Microsoft Office applications (Word, Excel, Outlook)
• Time management skills, including punctuality for on-time attendance

Qualifications: BA in International Business with 3 years of Experience