Customer Support Agent

1. The Organization

Glen Dimplex Australia Pty Ltd is part of the Glen Dimplex Group which was founded in 1973 and considered the worlds largest electrical heating business and holds significant market positions in the domestic appliance industry worldwide. Glen Dimplex remains privately owned and finances its on-going expansion from its own resources. Fundamental to its success is a policy of continuous investment in building brands constant product innovation and providing its customers with the products which they aspire to. Join over 10000 employees across the globe.

2. Position Overview

The Customer Support HyperCare Agent is accountable for providing support to all GDANZ customers (internal and external) within a multi-channel contact center. Working within the consumer support team to find solutions to customer issues arising from our heating cooling and home appliance products handling in-bound and out-bound phone calls emails and other enquiries.

The role covers a number of areas where Agents are required to:

Address & resolve customer complaints and queries efficiently adhering to the processes and policies in place.

Show empathy and understanding to customers

Act as a bridge between customers and internal teams for detailed product inquiries and troubleshooting.

Collaborate with internal teams to find lasting and practical solutions.

Ensure that all complaints and issues are documented thoroughly.

Contribute to team discussions about improving service delivery and product quality.

Oversee the processing and logistics of replacement products for end customers.

3. Qualifications Experience and Selection Criteria

Essential Qualifications and Experience

Ability to follow processes and escalate when required

Ability to interact professionally with dealers customers and internal teams

Strong organizational skills

Attention to detail

Ability to work independently and within teams

Ability to problem solve remain calm and communicate effectively

A passion for delivering exceptional customer service and ensuring customer satisfaction

Desired Requirements

Previous experience in call centers is desirable but not mandatory

Previous experience in a fast-paced environment is advantageous

Strong verbal and written communication skills

Strong computer skills with a willingness to learn new systems

Essential for all roles

A full unrestricted Australian work permit or visa

Required Experience:

Junior IC