Customer Service Officer
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1
2POSITION DESCRIPTION –Customer Service Officer
POSITION TITLE:
Customer Service Officer
DEPARTMENT:
Call Centre
LOCATION:
NSW
ISSUED:
January 2014
REPORTS TO:
Call Centre Team Leader
Receives Guidance From:
FUNCTIONAL
• National Customer Care Team Leader
RELATIONSHIPS WITH:
• Distribution Centre Managers
DIRECT REPORTS
Nil
INCLUDE:
SIGNIFICANT CONTACT
• Distribution Centre Managers/Supervisors
• Accounts Receivable Officers (Credit Controllers)
WITH:
• Sales Staff
• Service Staff
POSITION OVERVIEW
The primary role of the Call Centre Officer is to receive inbound telephone calls in relation to customer services
(placing orders, product inquiries, quotes, return, and problem solving)
The role includes maintaining; completing and ensuring relevant documents are accurate and kept up to date in
addition to supporting the Call Centre Telesales Team (outbound calls) when required in relation to specific
sales /marketing activities.
JOB SPECIFICATION
Receive and handle inbound telephone calls from dental customers and/or HSH Team and/or POC
•
Team calling to place orders, inquire about products, return merchandise, obtain quotes and assist with
all customer satisfaction related inquires, suggest related products (cross-selling) or upgrade products
(up-selling) to the customer to purchase as well as recommending alternative clinical or other products
to substitute when preferred product is unavailable.
When required support with telesales (outbound calls) to customers in relation to specific
•
sales/marketing promotional campaigns.
Complete relevant documentation as required. maintain an accurate record keeping system (manually
•
and electronically), prepare data, reports and documents , analyse information as required
Maintain effective and efficient work processes and procedures complying with Sox and ISO
•
requirements
Remain aware and knowledgeable of promotional programs, competitive products, and merchandising-
•
marketing practices.
Attend product training sessions, and learn product details and key selling points of products and
•
technologies.
Forward promotional information and products, including material developed by Marketing and samples
•
to customers by courier, mail or fax.
Meeting deadlines and KPIs
•
Any other duties and special projects as directed by management in keeping with the employees skills
•
and experience
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Parent category: Business