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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Senior Customer Service Representative |
| Position Code: | 1755 | | Career Level: | 3 |
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Responsible for
Consulting customers regarding support of various products, conducting product demonstrations, maintaining general after-sales support and identifying and passing on sales leads. |
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Reports To
Customer Support Manager/Sales Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing clients with product knowledge to ensure optimum utilisation of the organisation's products, and suggesting the use of additional products offered by the organisation where applicable.
Conducting product training for clients and staff.
Responding to customer enquiries.
Assisting customers with the initial usage of products and ongoing problem resolution.
Investigating, resolving or escalating all client complaints in a timely fashion.
Recommending the purchase of products offered by the organisation where applicable or identifying sales opportunities for follow up by Sales Representatives.
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Key Skills
Strong Customer Service orientation and an understanding of the sales environment.
Excellent presentation and communication skills.
Product demonstration skills, coupled with training and public speaking ability.
Knowledge of organisation's products.
Ability to identify sales leads and on-sell.
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Internal Contacts
Customer Service Staff, Sales Staff, Finance & Administration Staff, Technical Support Staff. |
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External Contacts
Customers, Product Vendors. |
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Typical Experience
5+ years of experience in the relevant industry. |
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