Customer Service Representative
GWA Group, Australia
Job Description
Who are GWA?
Since 1886, the experts at GWA have designed innovative, high-quality products for homes and offices. We have market leading, iconic brands including Caroma, Methven, Dorf and Clark.
As an ASX listed company, at GWA our purpose is to make everyday water experiences extraordinary. Water scarcity affects all communities and given that our consumers enjoy experiencing our products every day, we are proud to help save millions of litres of water each year.
About the role
We are on the hunt for a Customer Service Representative to join our team based in Welshpool WA on a Permanent, full-time basis.
As our new Customer Service Representative, you will be the voice of GWA Group for our inbound phone and email customer support channels. On a typical day, you will speak with a variety of customers, from our merchants, to plumbers to trade and retail centres, and the conversations can be technical. Keeping the customer as your priority will ensure you build the rapport required to succeed in this role. Your day will consist of multi-tasking which includes use of various portals and systems.
We have a full onboarding and training program where you will learn so much about our products and the bathroom and kitchens world.
In return, you will join a supportive and customer-centred team who all share a common purpose of bringing to life all three of our cultural pillars: We are Customer Focused; We are One Team and We Care For Each Other.
Key Responsibilities
- Provide professional telephone customer support
- Case management which involves following up and investigating queries from our customers
- Supporting and updating customers through phone and email enquiries, with a friendly, efficient, solutions focused approach
- Build relationships, innovate to build sales and revenue opportunities
- Communicate effectively with all internal and external customers
About you
- Previous experience in customer service, preferably in a contact centre environment with high volume calls
- Strong technical aptitude and computer skills (preferably with Microsoft)
- Good interpersonal skills and the ability to communicate effectively with internal and external customers by phone and email
- Strong attention to detail and the ability to multitask
- Problem solving skills and the ability to work under pressure and in a fast paced environment
- An openness to learn (product/technical knowledge on GWA Product Range)
- Adaptable, resilient and able to think on your feet
- Growth mindset, focusing on the positive and possibilities, no matter what comes your way
- Aptitude for learning
- Experience using Microsoft Dynamics 365 is a bonus
- Comfortable with using multiple portals/systems at the same time
What’s it like to work at GWA?
Culture is key for us, and our people come from a variety of backgrounds and industries. We all share a common purpose of bringing to life all three of our cultural pillars: We are Customer Focused; We are One Team and We Care For Each Other. Our passion and dedication are evident in how we work together to ensure everyone achieves our goals and that we all play in a role in making GWA a great place to work.
Our success is driven by a global team that share a passion to be the trusted and integrated solutions partner in the delivery of sustainable water solutions for bathrooms, kitchens, and laundries.
GWA is on a journey from Good to Great, and we are looking for people who are excited by change and want to make a difference. We care for each other and encourage people to take the lead to deliver superior solutions for our customers and consumers.
What else do we offer?
Aside from a supportive, collaborative culture where you’ll be set up for success and know that you’re making a real difference from day one, we’ll also offer you:
- Flexible and hybrid working options
- Competitive remuneration and bonus structures
- An immersive onboarding program to set you up for success
- Opportunities to learn and grow through our Learning amp; Development programs
- Paid parental leave program
- ‘Great Rewards’ program - exclusive access todiscounts and cashbackrewards at your favourite stores
- ‘Bathrooms amp; More’ program - great discounts on a wide range of our products
- Volunteer and Community Service Leave
- Option to purchase additional annual leave
As well as other great benefits like discounted health insurance, financial advice, annual flu vaccinations