Client Relations and Customer Service Support 

Location - Virtual

Hours - Full Time

Salary Range - $40,000 - $45,000


Position Summary

This position is responsible for building relationships with existing clients and actively engage potential clients through proper follow up channels and methods. The responsibility may include providing sales services to customers via phone, email and face to face communications; builds and nurtures customer relationships, and provides support to the customer service team via email, phone and social media communication. Through needs-based conversation, you will identify, present, promote and sell products, services and appropriate solutions by liaising directly with individuals and groups, converting leads into sign ups/registrations and selling high end products and services. Responsibility may include monitoring and analyse company sales performances and report on competitor products and services. 

Customer Service Responsibilities

Provide support to the Customer Service team to help manage customer / client enquiries, re-directing (where required) to appropriate area of business and ensuring all customers are responded to within 24 hours (on business days).


Respond and action customer enquires through the company customer support system “HappyFox”. 


Provide customer support and respond to enquiries on all company social media channels.


Oversee management of shipping of client goods in collaboration with Manufacturers and Distributors to ensure goods are delivered as per agreed delivery timelines.


Participate in customer service and satisfaction improvement initiatives.   


Troubleshoot complaints and refer customer complaints as necessary to Operations Manager by collating and reporting accurate information. Provide customer with a response date to complaint raised.


Client Relationship Responsibilities

Follow up on warm leads and enquiries from customers who have requested more information about products and events.
Actively seek out and engage potential customers and build ongoing relationships with existing customers.
Present, promote and sell products, services and appropriate solutions by liaising directly with individuals and groups, converting leads into sign ups/registrations and selling high end products and services.
Obtain an in-depth knowledge about all products and services available and become very familiar with special features, benefits and availability.
Present, promote and sell products and services both online and face-to-face using needs-based discussions and providing examples of benefits.
Actively engage with current and potential clients/customers and follow up leads converting sales that have stagnated or not progressed, promoting sign ups and products. These might include individuals that have completed a signup form but requested the form be put on hold while they think about it or individuals that registered and changed their minds within the 7 day cooling off period to understand their hesitations and help to alleviate any indecision.
Follow up with current and potential clients/customers with the aim to convert leads
May be required to participate in tours / seminars, workshops, information sessions and retreats, convert leads into selling opportunities, signing up individuals to further events and promoting high end products.
Quickly establish rapport and develop and maintain positive and trusting relationships with customers (via phone, email, or face to face communications where and when required), maintaining our company’s positive image.
Identify customer needs or requirements that are not currently being fulfilled and report this to management.
Resolve customer complaints quickly and effectively.
Become familiar with ordering, shipment, return and warranty policies.
Monitor competition including new products and services, follow current industry development and tends.
Identify potential individual customers, customer groups and new target segments and establish relationships.

Compliance

Comply and provide leadership with all Company policies, processes, procedures and work instructions
Act and behave in accordance with Company values and behaviours
iAchieve: Must be/proactively working towards a peer/subordinate review Exceptional quarterly annual score; and likewise achieve an average High Accountable/Exceptional My KPI weekly result

Success Measures

All customer emails are responded to professionally and accurately within 24 hours
Minimal customer complaints
Customer Satisfaction & Positive Feedback received

Skills and Experience

Demonstrated experience (1-3 years) in delivering superior customer service in an e-commerce driven environment
Ability to build and maintain strong internal and external working relationships
High level of organisational and time management skills with strong attention to detail
Excellent computer knowledge with experience in Microsoft Office Suite (Word, Excel, Outlook)
Experience and working knowledge of customer relationship management systems (Infusionsoft) and social media channels eg: Facebook
Ability to communicate effectively with people at all levels within an organisation
Strong electronic and hard copy records management skills
Able to easily adapt to working in an autonomous capacity or within a team environment
Proven working experience as a sales consultant/representative and/or customer relationships within an ecommerce, seminar and workshop driven environment (health and wellness industry-highly desirable)
Be confident to liaise with individuals and groups both online and in face-to-face situations.
Ability to create and deliver verbal or visual needs-based presentations and discussions with individuals which are tailored to the audience needs.
Be highly motivated and results driven with a proven track record in sales.
Excellent selling, communication, influencing and negotiation skills.
Ability to gather and interpret data
Organisational and analytical skills
Prioritisation, time management and organisational skills.
Relationship management skills.
Personable nature and be open and resilient to feedback and customer resistance.
Strategic thinking with strong problem solving, conflict resolution and decision making skills

Qualifications

Cert III Customer Engagement (highly desirable) or;
Diploma in Sales/Marketing or;
Certificate IV in Business Sales or;
Equivalent work experience 

Application Form

To apply for this position, please have your resume ready, and any other information that you feel will assist you in the application process. Then complete the form below (making sure you select 'A' in the second question and add the title of the position in the question following). It may take 15-20 minutes to complete the form.

Take your time and answer what is true for you - not what you think we want to hear
As we receive many applications for our roles it may be a week before you hear from us. Be patient as we will be doing the best we can. We will be in touch to let you know if you were or were not successful.
Good luck and thank you so much for your application!

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