Customer Service Representative


Based at Seven Hills since 1977, the Paul-Tec Security Group is an innovative industry leader in the field of CCTV, Intruder Alarm Systems and Back to base monitoring.

A very exciting opportunity has arisen! We are seeking a motivated fulltime Customer Service Representative with proven ability to help organise technical staff, quote and sell residential and small commercial security systems and help deliver outstanding customer service in a fast-paced environment. You must be customer focused with a great understanding of quality service and be willing to go the extra mile to provide it.

Maybe you already have some technical experience and looking to get off the tools, or maybe you have previous control experience in a similar technical environment.

Reporting to the Operations Manager, your primary responsibilities will include:

  • Handle incoming calls and customer emails
  • Logging, allocating and managing service calls and repairs with customers and technicians, including follow up until completion
  • Quoting service/installation jobs and replacement hardware
  • Providing technical assistance as appropriate within company guidelines
  • KPI achievement, generating and reporting
  • Interacting with customers primarily over the phone (some field work likely too)
  • Ensuring customer requirements are met on a daily basis
  • Organising and prioritising work to achieve best outcomes
  • Loading service calls within a management software system
  • Schedule work and daily runs for company field technicians
  • Allocate work to subcontractor technicians and follow through outcomes

Key Attributes and Skills Valued:

  • Previous experience in a similar role or with technical security experience
  • Able to quote small to medium security/CCTV systems or additions
  • Clear written and verbal communication, with a pleasant phone manner
  • Strong customer service focus
  • Flexibility and the ability to adapt in high pressure situations
  • Ability to work unsupervised and have high attention to detail
  • Honest, open, friendly and well presented

We offer a great work environment, long term career opportunity and a remuneration package to commensurate with your skills and experiences

09/11/2020 $0 Parramatta & Western Suburbs 1 Call Centre & Customer Service
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