About the role

Reporting directly to the General Manager, this full-time Customer Experience Agent role at Cross Tools Pty Ltd in Newcastle, NSW is an exciting opportunity to join a unique niche market tooling & industrial supply business. In this position, you will be responsible for providing exceptional customer service and support to our valued clients, contributing to the overall success and growth of the business.

What you'll be doing

• Handling inbound customer enquiries and requests via telephone, email, and online chat
• Proactive new client telemarketing & follow up of existing quotes & prospects
• Providing knowledgeable and friendly assistance to customers, addressing their concerns and queries in a timely and efficient manner
• Accurately documenting customer interactions and maintaining detailed records in our customer relationship management (CRM) system
• Identifying and escalating any complex or sensitive issues to the appropriate team or supervisor
• Contributing to the continuous improvement of our customer service processes and procedures
• Actively participating in team meetings and training sessions to enhance your skills and knowledge

What we're looking for

• Previous customer service experience, preferably with an engineering/automotive background
• Excellent communication and interpersonal skills, with the ability to build rapport with customers
• Strong problem-solving and critical thinking skills to effectively handle customer enquiries
• Proficiency in using customer relationship management (CRM) software and other relevant technology
• A genuine passion for delivering exceptional customer service and a commitment to continuous learning

What we offer

At Cross Tools Pty Ltd, we are committed to providing our employees with a supportive and rewarding work environment. In addition to a competitive salary, you will have access to a range of benefits, including:

• Opportunities for professional development and career advancement
• Comprehensive training and ongoing support to ensure your success in the role
• A collaborative and inclusive team culture that values work-life balance

Apply now to be a part of our dynamic growth journey! If you're eager for a challenging and rewarding career where you can make a significant impact, we're excited to welcome you aboard.