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National Customer Contact Specialist - Rosehill

CSR Limited (CSR)

Sydney, New South Wales, Australia

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Job Posted: 03/01/2018

Job Category:

Call Centre & Customer Service / Customer Service

Job description:

National Customer Contact Specialist

About us:

Monier has a very rich and proud history in the Australian and New Zealand building industries. From the original terracotta tile to the extensive range available today, Monier tiles have long been a trusted roofing solution, standing up to our tough Australian and New Zealand conditions.

About the opportunity:

We are on the lookout for a passionate, customer service driven professional to be the first point of contact for consumers enquiring about Monier marketing campaigns and provide specialty advice on our products/services. This is an exciting new role which will see you liaising with both internal and external customers daily.

The main responsibilities will be:

  • Engage a high level of support for our customers through the timely response and direction of enquiries via email and inbound calls,
  • Ask questions to uncover the customer’s need and lead them towards a Monier solution;
  • Apply judgement to determine which consumer calls be satisfactorily managed and resolved via the phone or those that need to be transferred to a sale representative to facilitate a sale;
  • Liaise with suppliers and sales team by responding to enquiries, processing orders, preparing work order documentation and managing the customer service process for our Monier Roof tiles and Monier Solar tiles;
  • Maintain a close working relationship with internal customers thus ensuring a high level of customer service and efficiency is achieved;
  • Handle complaints and escalate where necessary and ensure complaints are resolved to the satisfaction of the customer;
  • Partner with marketing and sales teams to organise product samples to be sent to consumers.

What will make you an excellent fit?

  • Previous experience working in a call centre – lead generation advantageous
  • Strong communication skills and the ability to convert technical language to simplified terms
  • Results driven – you’re passionate about reaching targets and ensuring customer satisfaction
  • Ability to disseminate a range of information and use judgement to determine how to respond to various customer enquiries
  • Ability to assess broad problem or question and use effective questioning and listening skills to identify true customer need
  • Customer oriented with an energetic, enthusiastic demeanour

Desirable but not essential:

  • Design qualifications/experience to talk to consumers about best choice of roofing material and latest trends in the industry
  • Working knowledge or exposure to SAP software
  • Roof Structures, Building, housing/construction industry knowledge

What’s on offer?

The successful candidate will receive a competitive salary, 12% Super (2.5% above industry average), benefit from being part of a friendly, committed team, opportunities to grow within the wider CSR Group and multiple business units.

For more information, you can visit our website to learn about our products and updates. For any confidential inquiries please email

CSR has a strong commitment to workplace, health and safety. The successful candidate will be required to complete a pre-employment medical which includes a drug and alcohol screen.