Culture Statement

Our Purpose: Bringing Family Together

Our Commitment: We Value Our People

Our Priorities: Our Family, Instinct Through Experience, Everyone Has a Voice, Friendships Beyond Business, Stack The Chairs

About us:

Smeg is an Italian home appliance manufacturer formed in 1948 by the Bertazzoni family and is based in Guastalla, near Reggio Emilia in the North of Italy. In 1986, the Smeg brand was introduced to Australia in its own right, with exclusive distribution rights then being granted to the company, Omega Appliances. Since then, the Smeg brand has become a household name in Australia for premium cooking and kitchen appliances, and in January 2011 the franchise was reinstated into the Smeg Group as a wholly owned subsidiary known as Smeg Australia Pty Ltd.

About the role:

The role will be based in Ingleburn.

We are looking for an experienced professional and customer focused Service team member, who can provide a high level of service to our Smeg Customers, Retailers and Service Agents, Via Telephone and face to face interaction.

Key Duties and Responsibilities:

• Respond to telephone enquiries and satisfy each enquiry made after extensive investigation
• Respond to customers written correspondence in regards to complaints or enquiries
• Liaise with Technicians regarding problem repairs and updating customers and AS400 accordingly
• Liaise with the Spare Parts Department as above
• Liaise with Representatives, Sales, Service Centre, Retailers, Department of Fair Trading, in-house, Couriers and Administration Staff
• Organise replacement of product when deemed necessary
• Participate in relevant education and training programs
• Communicate clearly with co-workers demonstrating a willingness and flexibility to work in co-operation with all staff of Smeg Australia
• Other duties as directed

Key Performance Measures:

• Living and practicing our Secret Ingredient
• Ensuring that all telephone calls are taken in a timely manner (under 3 minute wait time)
• All work orders, Real Estate orders, Rebooks/quotes are completed within 24 hours
• Ensure that abandoned call rate is below 3%
• Ensure all emails and telephone enquiries are responded to within 24 hours

Role Requirements:

• Experience working in a service department
• Exceptional communication skills
• Talented with time management
• Highly motivated
• Superior complaint handling skills
• Customer liaison abilities
• Microsoft office skills (intermediate level)
• AS400 (not essential)