Senior Customer Service Representative
Support Role Opening
Are you a senior customer service representative superstar with a knack for organisation? Do you thrive in a fast-paced setting where each day is different?
At Popes, we’re excited to offer this senior support role opportunity to join our Flexibles Division in Woodville North, SA.
Our Wingfield business is seeking an experienced and dedicated Senior Customer Service Representative to deliver exceptional service to our customers while supporting the development and performance of the existing customer service team.
Reporting directly to the Customer Service Manager, you will act as a key escalation point, provide mentorship to fellow team members and contribute to continuous improvement initiatives. You will ensure that you operate in an efficient manner and that all functions and duties that relate to customer service are undertaken in a timely manner ensuring accuracy of tasks.
Senior Support Role Duties
- Responsible for allocated customers and manage supply requirements
- Handle complex customer inquiries, complaints, and escalations across multiple channels
- Provide guidance and support to Customer Service Representatives, including training and mentoring
- Monitor and ensure adherence to service standards, policies, and procedures
- Assist in developing and refining customer service processes and documentation
- Collaborate with internal departments to resolve customer issues efficiently
- Identify trends in customer feedback and recommend improvements to products, services, or processes
- Support the Customer Service Manager with reporting, quality assurance, and team coordination
- Act as a role model for professionalism, empathy, and problem-solving
About You
To succeed in this Senior Customer Service Representative role, you’ll need to be more than just organised. Possessing confidence, being a great communicator, and demonstrating active listening skills are all essential qualities. Furthermore, if you're a fast learner who thrives under pressure and works well within a diverse team, we certainly want to hear from you!
- Customer and continuous improvement focused
- Minimum 3 years of experience in a customer service role, preferably in a fast-paced or high-volume environment
- Proven ability to handle escalated issues with professionalism and efficiency
- Strong communication and interpersonal skills
- Ability to coach and mentor team members
- High attention to detail and strong organizational skills
- Ability to work independently and as part of a team
What Will Set You Apart
Fundamentally, strong customer service skills are a must. However, a few additional qualities will truly help you stand out. If you’re energetic, solutions-focused, and bring prior experience in a similar setting, this could indeed be the support role for you.
- Proven success in a customer service role.
- Confident, clear phone manner.
- Experience in packaging or manufacturing is a definite bonus.
- Self-motivated with a proactive attitude.
- Comfortable using Microsoft Dynamics 365 or other ERP platforms.
- Proficient in CRM systems and Microsoft Office Suite
Popes is committed to a high standard of workplace Safety, Health, Welfare, Environment and Quality.
All successful applicants will be required to undergo a pre-employment medical assessment, national police clearance and reference checking.
Please note that interviewing may commence before the closing date, and only successful candidates will be notified.
Are you ready to bring your energy and organisation skills to a great team? Apply now!
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