Customer Service Investigation Representative
CHEP
Auckland, NZ
4d ago

Customer Service

Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth.

Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the world’s biggest brands trust us to help them transport their goods more efficiently, sustainably and safely.

As pioneers of the sharing economy, Brambles created one of the world's most sustainable logistics businesses through the share and reuse of its platforms under a model known as pooling’.

Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries.

The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe.

For further information, please visit www.brambles.com.

Job Description

Are you passionate about delivering exceptional customer service and solving their issues? This fun, vibrant team needs you!

Are you an experienced Customer Service professional looking to join a global ASX listed blue chip organization and take the next step in your career?

As part of the Customer Support team, your role will be to handle all enquiries from customers, CHEP field staff and providers covering Logistics, movement transactions, invoices, systems queries and activities, new accounts and general support.

This role is based at our Wiri Office and reports directly to the Customer Service Team Leader.

The key responsibilities of this role include :

  • Professional and courteous answering of all incoming phone calls
  • Provide prompt and efficient first call resolution to all customer queries and support and educate customers on equipment control best practice, CHEP’S terminology and the myCHEP system
  • Action and resolve all Salesforce cases assigned to the queue within required SLA time.
  • Investigation and resolution of all issues / queries raised by customers through the following :
  • Determine what is to be investigated and what tools and people are required to assist in the investigation
  • Interact with customer(s) or other departments within CHEP to resolve issue or query
  • Document and record investigation process, findings, analysis and save in Salesforce etc.
  • Complete final report and any necessary recommendations
  • Recommend process improvements to ensure customer satisfaction and improved BVA
  • Participate in any follow up review of the matter
  • Support the Customer Service Team Leader with any report and information requests
  • Help to identify and contribute to continual performance improvement activities
  • Actively contribute to the success of a high performing team
  • The ideal candidate will possess the following skills, experience and qualifications :

  • Demonstrated experience in a busy customer service role within a contact centre
  • Experience in quickly and efficiently solving customer issues
  • A can-do positive attitude with an empathetic nature
  • Computer literacy with the ability to pick up new systems
  • Strong communication skills with an aptitude to build strong working relationships with a wide range of people
  • Strong attention to detail, with systematic and timely follow-through
  • The ability to handle multiple tasks / projects and operate well under pressure
  • Preferred Education

    Bachelors Business Administration / Management

    Preferred Level of Work Experience

    3 5 years

    We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.

    This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

    Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money.

    Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment brambles.com.

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