Organisation: ComSuper
Job Title: Customer Information Representative APS 3
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Location: Belconnen, ACT
1 Communicates clearly and effectively, demonstrating strong customer service and demonstrated ability to relay complex information verbally and in written correspondence.
Throughout my career spanning the past 25 years I have been committed to providing high quality customer service, advice and information within retail and customer service management positions. My ability to provide exceptional customer service while meeting all organisational requirements has been a major contributor to my success thus far. I am passionate in providing the best customer experience and I am confident in handling any situation that may arise.
Over the years as a Retail Manager and Customer Service Manager, I have demonstrated outstanding communication skills, both written and oral, with highly developed listening skills and the ability to respond appropriately to stakeholders, management and team members. I focus on delivering a high standard of satisfactory customer service in my role. I do this by providing a professional approach to each interaction using my superior communication, interpersonal and engagement skills. As a naturally social person, I am a skilled communicator and I endeavour to build and maintain positive relationships in all aspects of my life. I have highly developed listening skills and the ability to respond to key stakeholders in the appropriate manner.
I demonstrate my exceptional customer service skills both over the telephone and via email in my most recent role as Customer Service Manager with Fertilizer Australia, where my primary responsibility was to manage and improve customer service across the business. Acting as the first point of contact for all customer enquiries for members of Fertilizer Industry Federation of Australia (FIFA), the Australian Fertilizer Services Association (AFSA) and participants in the Fertcare program, I answered all enquiries and managed all memberships across the two industry associations.
As part of my role with Fertilizer Australia, I managed the Fertcare training and accreditation program, this program was in place to significantly improve fertilizer handling and use practices across the country. In this role, I demonstrated my ability to relay complex information verbally with one of our largest clients of over 400 employees. They had a number of staff who they had enrolled in the accreditation program that had not completed certain modules. I discussed each of these students with the trainer and came up with an action plan for each of them in order to complete the accreditation. I then contacted each participant and went through the steps in which they would need to carry out to complete the course which resulted in all employees of this company satisfactorily completing the accreditation program.
When providing verbal advice to internal stakeholders I follow up with written correspondence to confirm the agreed outcomes. I convey my analysis and provide advice in language that is appropriate to the audience’s level of knowledge. I always convey information succinctly, unambiguously and with appropriate use of language to eliminate the risk of misinterpretation. In correspondence with stakeholders, I identify relevant information, focusing on communicating with purpose and considering their information needs.
As a solution focused individual, I am able to analyse a problem and have a proven record of accomplishment of providing solutions to complex issues, including across multi-department situations. Having a high level of customer and business knowledge allows me to develop solutions that align with organisational policies and procedures whilst always maintaining a focus on customer service.
2 Supports productive working relationships by providing ongoing support and assistance to both internal and external stakeholders, while promoting and demonstrating a strong client focus.
Throughout my career, I have demonstrated myself to be an active team member with a proven record of accomplishment of cultivating relationships and removing obstacles to build trust and enhance productivity, achieving improved workplace communication and team relationships. As a dedicated team member with a strong people focus, I have always made a conscious effort to build good relationships with the people around me, regardless of appearance, ethnicity or other potentially discriminating factors.
Previously as Customer Service Manager with Fertilizer Australia, I was responsible for developing positive relationships with our clients and members addressing all enquiries and complaints. Customer focused, I have the ability to build rapport quickly with customers to make a positive first impression, anticipate, identify, and meet customer needs through providing exceptional customer service and demonstrating patience and tolerance in dealing with customers.
I was known as the ‘go to’ person within this role, and happily assisted where possible. I managed customer expectations effectively by clarifying their expectations and deadlines, and responding positively to their changing needs. I demonstrated my ability to work without direct supervision, organising my day and work tasks independently, whilst remaining flexible and adaptable. In addition to external stakeholders, I effectively supported internal stakeholders, including the Chairman, Executive Manager and Membership Coordinators in other states.
As a Retail Manager for many years, I have managed teams of up to five people. Through collaborative relationships, I was able to maintain good working relationships with team members and support them through ongoing training, development, and sharing information when needed. I have managed underperformers demonstrating my ability to have hard conversations with people when required and turn non-performers into performers. I have built excellent relationships with everyone I have met.
In my role as Retail Manager with Ron Bennett Menswear (Ron Bennett), I demonstrated exceptional customer service and the ability to go beyond the expectations of my clients. I held an invitation only VIP (Very Important Person) evening to recognise our VIP clients offering them drinks, canapés and exclusive Ron Bennett discounts on the evening and the first viewing of our new stock. I was commended by the State Manager and by our VIP customers on a successful and profitable evening.
Committed to Equity and Diversity in the workplace, I promote an inclusive environment for all staff and the broader community that we engage. I aim to create an environment which celebrates diversity and is free from all forms of discrimination and harassment which recognises, utilises and values the knowledge, abilities, skills and ideas of all people, irrespective of race, ethnicity or religion, gender or sexual orientation, education level, socio-economic background, age, disability or family responsibility.
3 Applies professional/technical proficiency by demonstrating an ability to interpret legislation and adhering to a compliance framework.
Throughout my career, I have actively supported the goals and direction of the organisation. In current and former positions, I have demonstrated my ability to quickly learn and apply relevant policies, practices and procedures. Similarly, I am confident that I can rapidly acquire knowledge of ComSuper’s policies, practices and procedures.
My ability to interpret legislation and adhere to a compliance framework has been demonstrated throughout my various roles in the retail industry where many systems and processes were underpinned by varying company policy. This was evidenced in my role as Customer Service Manager at Fertilizer Australia. I was responsible for developing policies and procedures for the record keeping, invoicing processing and accounts receivable and accounts payable functions. In developing these processes, I used a systematic approach and ensured that the processes documented were concise, clear and succinct in order to ensure that all areas of the organisation were aware of roles and responsibilities.
In my role as Retail Manager at Ron Bennett Menswear, Wombat and Paddington Coat Factory, I was responsible in training new staff on all new store policies and compliance frameworks. On several occasions during my normal duties, I was responsible for handling customer complaints in a professional and ethical manner. To do this, I ensured I remained calm and polite during the process and explained all applicable company policies to the customer, in particular policies on goods returns/exchanges. A complete understanding of all company policies and clear communication of these to the customers resulted in favorable outcomes for both the customer and the store.
Throughout my career, I have developed a sound understanding of the Work Health and Safety (WHS) Act and Workplace Diversity. Every day, I adhere to the principles of Workplace Diversity, ensuring that I create a workplace free from discrimination and harassment. I understand my rights and responsibilities under human rights and anti-discrimination law and abide by the organisation’s anti-discrimination and anti-harassment procedures.
I understand that the Workplace Health and Safety Act places legal onus on both employers and employees at a workplace to ensure the health and safety of others. Each employee is responsible for the safety and well-being of themselves, others and duties carried out in accordance with the WHS procedures. I have undertaken training on all facets of safe work practices, including manual handling, risk and hazard identification and the reporting of all accidents or incidents. I ensure that risks and hazards are identified and appropriately dealt with.
4 Demonstrates personal drive and integrity by identifying work practices, responding to competing priorities in a customer service environment and committing to professional personal development.
I am a self-motivated individual, highly competent in achieving outcomes. I demonstrate a high level of personal drive and integrity, and successfully balance work with the ability to multitask and remain focused. I strive for excellence in all tasks that I participate in, and believe that this exciting opportunity would suit my career goals, whilst utilising my ability to provide support within a customer, compliance orientated environment. Naturally, a positive and enthusiastic person, I take great pride in the quality of work I produce, and strive to deliver on intended results at all times, which I have demonstrated throughout my career to date.
Throughout my career, I have developed and demonstrated exceptional organisational and time management skills. My ability to complete all of my tasks and activities effectively and accurately is attributed to my strong organisational, time and task management skills. I do this firstly, through my knowledge and understanding of the business, and where my role responsibilities fit into its activities to meet deliverables and timelines. I ensure that all tasks are prioritised, listing these and takin action as necessary. My daily priority is to ensure that I provide effective customer service and support to those who make contact via telephone, email or face-to-face. I prioritise and monitor all other tasks and activities and their due dates, ensuring progression, and attend to urgent and competing matters as they arise, discussing with management where necessary. I am prepared to be flexible, and to adjust my focus to support competing priorities.
Previously, as a Customer Service Manager with Fertilizer Australia I had to juggle multiple tasks whilst providing exceptional customer service to our client base. I utilised a number of strategies to complete this complex task. Through my superior capabilities in multi-tasking several functions, demonstrating personal drive by displaying a personable approach to clients, stakeholders, addressing their requests and enquiries with a professional outlook and demonstrating my ability to complete and initiate quick responses with accurate information and availability to access website publications to all the customers. This was achieved by solid customer service and product knowledge of the company.
I consistently exercised independent judgement and worked effectively – prioritising my work to remain in line with the desired outcomes and organisational values. I successfully delivered within this role, resulting in exceeding set Key Performance Indicators (KPIs) and constant acknowledgement of a good job by my superiors. At all times, I display initiative, integrity and drive in my work environment to a high standard. I am committed to undertaking in-house training as well as undertaking further studies to enhance my working career with ComSuper.
