Senior Customer Service Representative Job Description

Do you need to hire an expert Senior Customer Service Representative in Sydney, Melbourne, or Brisbane? Or are you a Senior Customer Service Representative looking for your next job opportunity? 

WOW Recruitment is a leading expert in Sales, Marketing and Business Services recruitment, so contact us today for a hiring consultation. 

Senior Customer Service Representatives attend to visitors to the business and look after all customer concerns. They also oversee teams of Customer Service Representatives and ensure that they guide their teams to the best possible customer experience. 

With the help of their team, they keep track of clients and carry out mentoring to ensure their team meets their goals. 

• Manage a high volume of incoming phone calls 
• Identify and assess customers’ needs to achieve resolution 
• Build sustainable relationships and trust with customer accounts 
• Provide accurate, valid and complete information by using the right methods/tools 
• Meet personal/customer service team sales targets and call handling quotas 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 
• Keep records of customer interactions, process customer accounts and file documents 
• Follow communication procedures, guidelines and policies 
• Take the extra mile to engage customers 

Skills & Qualifications:  

• Proven customer support experience or experience as a Client Service Representative 
• Proven experience meeting or exceeding KPIs with 5 years of customer service experience 
• Strong phone contact handling skills and active listening 
• Familiarity with CRM systems and practices