Call Centre Representative

Position Customer Experience Officer Organisation Suntory Beverage and Food Oceania Reports to Customer Experience & Tele-sales Manager Department Commercial Location Sydney, Australia & Auckland, New Zealand. Suntory Oceania is a partnership between Suntory Global Spirits and Suntory Beverage and Food (previously Frucor Suntory). Together, we are building a multi-beverage powerhouse – a business underpinned by diverse talent, market-leading brands, quality craftsmanship and a strong sense purpose.

Across Australia and New Zealand, we live our Suntory purpose - to Inspire the Brilliance of Life – and as we embark on this exciting journey, we are looking for the brightest talent to join us in shaping the future of beverages in the region. The purpose of this position is as an experienced Customer Experience Officer, you will join our team of incredible people, where delivering exceptional customer experience is a passion and a natural part of who you are.

You are a team member who provide customer support and case management within the order to cash process. As a team we develop strategies to prevent problems and build loyalty among customers. To be successful, you must be able to effectively communicate with customers and other members of the organizations they represent. Work in a team culture and be people-oriented individual who will thrive in a supportive and energetic environment as well as being a part of the business expansion and support to bring initiatives to life.

UNLEASH YOUR SPIRIT Accountabilities Description Phone Inbound/Outbound “customer experience”
• Answering inquiries and providing excellent customer support. As well as following up on customer requests through outbound calls.
• Resolving customer/business enquiries with empathy and efficiency as well as with a mindset of driving first contact resolution while maintain a high-quality standard.
• Maintaining accurate data capture in the process managing all interactions, order to cash process and system applications i.e., SAP/C4C.
• Effectively navigate internal knowledge database and resources available to manage all customer interactions with the focus of achieving first contact resolution.
• Engage with a portfolio of existing customers via telephone on a regular call cycle to manage order taking, share product updates, new launches, and exclusive offers.
• High volume data entry of orders requiring excellent accuracy and attention to detail. Admin/Case Management
• Resolve internal and external stakeholder’s queries/emails in a timely manner.
• Process, investigate and follow up enquiries within the internal team such as credits, assets, quality, brand accounts, etc.
• Support various admin tasks as required through workflow allocation and maintain the quality of responses. i.e., key account orders, NPD, product promo changes, EDI orders, customer complaints, etc. Key Account & Relationship Management
• Liaise with internal teams to drive first contact resolution i.e., logistics, warehouse, credit, asset, etc.
• Support sales/marketing team with all their requests to enhance our customer relationship management.
• Building rapport with internal business teams and wider engagement across ANZ to add value in customer delivery.
• Follow the agreed communication process when dealing the KAMs/NAMs and assist where required to manage order to cash process and post-dispatch service. Continuous improvement & business initiatives implementation Continuous improvement & business initiatives implementation
• Support business initiatives in terms of implementation with UAT, training, SME support, etc.
• Collaborate with internal business units/vendors to participate and provide insights in various project streams to precisely share first hand customer experience as well as knowledge.
• Customer improvement mindset: providing feedback and insights to the business where opportunities are identified in terms of process,…