Customer Care Coordinator, Australia & New Zealand

Overview

The customer care coordinator is responsible for delivering an exceptional customer experience, focusing on Premier accounts. They ensure customer requirements are met through proactive communication, high-quality service, and a customer-centric approach. The coordinator maintains business levels for Premier accounts through regular contact and selling products and value-added services. They identify growth opportunities and develop customers to drive sales growth, working with the Sales team and using negotiation and influencing techniques. They assist customers in understanding the company's products, identify solutions, generate sales and renewals, and provide high-value customer service to achieve customer satisfaction levels.

What You Will Be Doing

• Management of the sales targets and KPI’s with emphasis on the Premier accounts to ensure monthly / quarterly targets are met.
• Resolve all customer enquiries within the required SLA.
• Work closely with other team members and provide cover when requested to ensure continuity of service to our customers to maximise sales.
• Proactive engagement with customers and prospects to co-create unique value proposition.
• Generate quotations and follow up to convert to sales within the agreed SLA.
• Deliver exceptional customer service via all channels with the goal of ensuring that customer order and enquiry needs are met while maintaining service level agreements.
• Providing effortless customer experience by proactively communicating to the customers on any updates or changes on their orders / enquiries in a professional and courteous manner.
• To contribute to the sales targets by working closely with sales and performing high level of value-added activities set out by the business.
• Proactive engagement with customers and prospects to co-create unique value proposition.
• Comply with all company procedures and policies including H&S.
• Identify potential customer needs / opportunities to grow business by providing high human touch.
• To minimise escalation of complaints and ensure high customer satisfaction by working with the stakeholders within the end-to-end process.

What existing skills and experience will you need to be successful in this opportunity?

Desirable

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