Customer Service Representative
COME JOIN OUR JAMES LANE | SLEEPING GIANT HEAD OFFICE TEAM!
- 40% staff discount across both brands
About us
James Lane | Sleeping Giant are Australian family-owned business with over 40 years experience and take pride in creating timeless, elegant pieces, turning houses into homes with beautiful interiors.
We want you to be part of our journey, so come grow with us and be part of our sales team.
About the Opportunity
We are seeking a full time Customer Service Representative who enjoys working in a fast faced environment, managing high volumes of warranty-related issues and claims. Your primary responsibility is to work towards an expedited resolution to all warranty claims that will promote profitability and satisfaction on behalf of the service department and customer, respectively.
The customer service rep must be research-oriented, detail-oriented and be mindful of time-sensitive information; therefore, he/she will have exceptional time-management and organization skills with an ability to work independently on multiple projects at once.
The Main responsibilities of the Role
- Assisting customers with warranty claims using Zendesk/pronto
- Process warranty and parts orders
- Respond to customer enquiries relating to warranty procedure and claims process meeting KPI's for response times.
- Answering at times high volume calls and emails
- Escalate enquiries to the Customer Service Manager if required.
Skills and experience
- Proficiency with all Microsoft Office products
- Strong conflict resolution skills
- Excellent verbal and written communication skills (Mandatory)
- Prior experience processing warranty claims highly regarded.
- An excellent attitude and ability to work well within a team.
- A sound understanding of ACCC Guidelines, highly regarded.
What we offer
- Set roster Tuesday to Saturday
- Generous staff discount across both brands
- Full training and support provided to ensure you have the skills, tools and opportunity to develop into a rewarding career.
- The opportunity to grow and learn within a fast-paced, employee-focused award-winning, family-owned business that will challenge and reward you.
Employer questions
- Which of the following statements best describes your right to work in Australia?
- Do you have customer service experience?
- How much notice are you required to give your current employer?
- Have you worked in a call centre before?
- Do you have experience using Pronto?
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