This is a Call Centre Representative role with Suntory Oceania based in Sydney, NSW, AU

== Suntory Oceania ==

Role Seniority - junior, mid level

More about the Call Centre Representative role at Suntory Oceania

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, systems, and other workflow efficiencies to constantly improve ways of working.
• Contribute to creating a fun collaborative working atmosphere with high engagement along with positive energy to operate as one team. Health, Safety & Wellbeing
• All activities are reviewed for safety to self, staff, and others.
• All hazards are identified, and appropriate management strategies recommended.
• All accidents and incidents are reported on appropriate forms and issues for resolution and management articulated Compliance with Policy & Procedures
• Operating in accordance with Suntory Oceania policies and procedures
• Other duties as deemed necessary by Suntory Oceania for the achievement of business outcomes Position Title – Position Description – Month Year Position Title – Position Description – Month Year Measurements/ Outcomes Expected
• Quality assurance score in line with current targets
• Adherence in line with current targets
• Agent NPS score – TBC
• Supporting email SLAs as per business guidelines
• Average handle time 220 secs – inbound calls
• Strong rapport building with internal and external stakeholders.
• Positive engagement to drive business changes/implementations.
• Contributing to improve workplace in terms of process/systems/customer experience YOUR TEAM Direct Indirect Size of your team Nil Nil YOUR SUNTORY RELATIONSHIP CIRCLE Internal External
• Sales/marketing
• Finance & Credit
• Supply Chain & Logistics
• Commercial Masterdata
• Commercial Performance & RTM
• Commercial Excellence
• Business Technology
• CX Digital
• B2B Customers
• Project teams DIMENSIONS OF THE ROLE Key figures Geographical and functional coverage Scope factors To be defined as part of transformation Australia/New Zealand WHAT YOU BRING TO THE TABLE Essential Desirable
• Strong communication skills and a customer focused attitude.
• Previous call centre or customer service experience.
• Strong administration skills including data entry and attention to detail in processing orders.
• Demonstrated performance as an effective team player and with a capacity to be an active member of workplace teams at multiple workflows.
• Excellent written and verbal communication
• Demonstrated ability to prioritise tasks and meet deadlines within a busy environment.
• EDI order processing experience
• SAP order management
• Continuous improvement
• Case management
  
  

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Suntory Oceania team will be there to support your growth.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• 📞 Providing customer support
• ✉️ Managing case inquiries
• 🚀 Supporting business initiatives
  
  

Key Strengths

• 🗣️ Strong communication skills
• ❤️ Customer-focused attitude
• 📊 Strong administration skills
• 📥 EDI order processing experience
• 💻 SAP order management
• 🔄 Continuous improvement
  
  

Why Suntory Oceania is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Suntory Oceania not with Hatch.