Customer Service Representative

Description:

At Visy, our people make us stand out from the crowd. We’re always seeking solutions, opportunities, and possibilities. We look for people who see what’s ahead and run towards it. These people are helping us to achieve our vision to become the global leader in sustainable packaging solutions. Together, we can create a better world.

Every year we collect, receive and sort nearly 2 million tonnes of paper, cardboard, glass, plastics, steel and aluminium from Australian and New Zealand households, businesses, and schools, recovering the greatest amount of material we can at our Material Recovery Facilities and sorting facilities.

The Customer Service Representative is first and foremost responsible for delivering an exceptional customer experience across every interaction, including identifying and delivering effective resolutions for escalated customer requests, maintenance of existing customer accounts and customer retention. The role also encompasses a sales function where businesses are engaged proactively to sign up for new or additional services.

Reporting to the National Contract Centre Team Leader, key responsibilities will include, but not be limited to:

• Provide exceptional customer service with the aim of eliminating repeat service failures
• Inbound and outbound call handling
• Action and resolve service requests, including managing email folder/s
• Liaise with internal and external stakeholders to assist with the completion of service requests
• Investigate and resolve service failures
• Primary contact for all potential cancellation requests nationwide
• Re-signing and cross-selling to the existing customer base in a proactive and timely manner
• Ensure all customer and internal databases are maintained with accuracy
• Available to work non-national public holidays