Senior Customer Support Representative

To be considered for this internal opportunity you need to be an existing OfficeMax employee, have met the requirements for internal progression, and have worked in your original role for a full year.

Reporting to one of our Team Leads, you will be responsible for providing frontline phone-based support - resolving escalated customer enquiries, for specialist or complex issues.

To be successful in this role, you will be a natural problem solver with a calm communication style. You will enjoy engaging with customers and internal stakeholders over the phone and via email - answering various complex queries and providing support, using Salesforce.

Your Key Responsibilities Are

Enabling Excellent Customer Service

• Provide inbound customer service support, including escalated, specialist or complex issues resolution via email, phone and web chat
• Process internal orders, integrated orders, abandoned orders, standing orders, release back and forward orders, stop orders and cancel orders
• Support Back to School customers with online ordering via BTS and MySchool websites, webchat and livechat
• Ensure all customer order processing, including add-on, up selling and order placement is in line with OfficeMax Customer Support quality guidelines
• Provide customers with alternative product options should the existing stock item no longer be available
• Liaise with third parties to move goods to meet customer requirements
• Troubleshoot and collaborate with internal and external stakeholders to ensure timely resolution of customer/order issues; and drive performance and customer satisfaction outcomes
• Ensure the delivery of a high-quality customer experience with superior customer support and relationship management maintained at all times

Specialised Product Knowledge

• Maintain, where relevant, current, in-depth knowledge of specific specialised products and their use
• Ensure specialist product/customer information and activity is up to date and updated in SalesForce CRM
• Act as a technical subject matter expert on all elements of specialist product, including sustainability expertise and accreditation requirements
• Maintain specialist product solutions and product status through continuously building and broadening product and market knowledge and keeping up to date with new and emerging trends within specialist category
• Collaborate with OfficeMax buyers and suppliers to source specific products for customer requirements/specifications

If you like to resolve complex customer cases – and want to take the next step in your career, then now could be the time! Apply today and bring your knowledge and problem-solving thinking to our Senior Customer Support role