Customer Service Officer

At Return-It, recycling is in our DNA. As a wholly owned subsidiary of Re.Group, we are leaders in managing and facilitating operations that focus on recycling for the Container Deposit Schemes (CDS) in Australia. Convenient locations plus new technology enables a seamless recycling experience both at fully staffed depots and Express collection points.

At the heart of Re.Group is our focus on positive community impact. We collaborate with charities, private organisations, and the Government to benefit local communities.

As a Customer Service Officer, you will play a crucial role in maintaining positive relationships with our valued customers by addressing their inquiries, concerns, and issues in a professional and timely manner.

Located in Oakleigh, this role will work closely with the team in a collaborative and supportive environment. The position operates on a 38 hour week rotating roster between Monday and Sunday (one in three weekends), with shifts scheduled between 7:00am and 6:00pm.

About the role:

• Respond promptly to customer inquiries via phone, email, chat, providing accurate information about our products, services, pricing, and policies.

• Assist customers in troubleshooting technical issues related to our products and services, guiding them through step-by-step solutions or escalating complex issues to the technical support team.

• Handle customer complaints and concerns with patience and empathy, finding appropriate solutions that align with company policies and customer satisfaction goals.

• Process tickets and refunds accurately and efficiently, ensuring a seamless customer experience.

• Document all customer interactions, inquiries, and resolutions in our CRM system to maintain accurate and up-to-date records.

• Collaborate with other departments to resolve customer issues that require cross-functional coordination, such as billing discrepancies or product defects.

• Collect and document customer feedback, suggestions, and insights to contribute to ongoing improvements in our products and services.

• Maintain a high level of professionalism and confidentiality when handling sensitive customer information.

• Stay updated on product knowledge and company policies to provide accurate and consistent information to customers.

About you:

• Proven relevant experience in a customer service, or relevant customer facing role

• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.

• Strong empathy and interpersonal skills to effectively address customer concerns and build positive relationships.

• Problem-solving skills with the ability to think creatively and find solutions to customer issues.

• Proficiency in using customer service software, CRMs, and other relevant tools.

• Ability to multitask and manage time effectively in a fast-paced environment.

• Patience and composure when dealing with challenging or irate customers.

• Strong attention to detail and accuracy when processing customer orders and information.

• Adaptability to changing procedures, priorities, and customer needs.

• Positive attitude and willingness to learn and grow within the role.

What we offer you:

• Attractive rate - $31.11 per hour plus penalties

• Access to exclusive discounts and benefits at over 500 retailers across Australia, enhancing your lifestyle and wellbeing.

• Access to our Employee Assistance Program (EAP).

• Novated car leasing.

• Multiple career paths and advancement opportunities.

• The opportunity to work towards our vision of creating a wasteless society

At Re.Group, we celebrate diversity, equity, and inclusion. Our commitment is to foster working environments that embrace everyone, ensuring fair and respectful treatment for all. 

We actively encourage applications from Aboriginal and/or Torres Strait Islander peoples, veterans, individuals with disabilities, individuals of all gender identities, those in mature age and early careers, members of the LGBTIQA+ community, and individuals from diverse cultural backgrounds. Your unique perspective and experience are valued here. Come be a part of our inclusive community at Re.Group