PRIMARY RESPONSIBILITIES & DUTIES

The purpose of the Customer Care Officer is to work within a defined framework to drive incremental sales of convenience meals to customers.

The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile ie. customers with a disability, their carer’s and people >65 years.

The role is comprised of primary and secondary objectives:

Primary Objective – Customer sales

• Receive inbound & conduct outbound calls to current and newly onboarded customers
• Improve value per order through upselling of meals
• Complete sales tasks correctly within approved business systems
• Resolve customer issues at point of contact with a high level of empathy, within delegation.

Secondary Objective – Complimentary administrative tasks

• Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
• Instigate general enquiries, feedback and QA workflows into upline delegations.

Key Responsibilities

Inbound Telephone Calls/Emails:

• Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries & complaints)
• Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records
• Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently.

Outbound Telephone Calls/Emails:

• Facilitate outbound communications to customers / clients & providers
• Update, upsell, renew orders or assist with funded plans
• Facilitate a variety of administrative tasks to third parties relating to schedule of services
• Liaise with external stakeholders on the status of a customer’s service.

Customer Order Processing:

• Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries
• Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes
• Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment.

Qualifications, Knowledge and Experience

• Experience handling outbound calls.
• Preferably with upselling experience.
• Proven experience multi-tasking within online and software environments.
• Demonstrated experience in working to business strategies and revenue targets within a team environment.
• Strong aptitude for online platform and software environments
• Articulate and clear communicator (verbal & written)
• Excellent multi-tasking skills
• Calm, self-aware with a strong EQ
• Strong problem-solving skills
• Good attention to detail, accuracy, and time management
• Compassion, empathy & desire to facilitate assistance to vulnerable populations
• High level of interpersonal and communication skills
• Ability to thrive in a fast-paced environment
• A hands-on approach with determination to make things happen.