_{16th March, 2025}

Billi is a leading provider of superior instant filtered boiling, chilled and sparkling water systems in Australia. We are fully committed to ensuring that our customers receive the best possible quality of products and services.

The Customer Support Representative provides exceptionally high standards of customer service by assisting with the day-to-day booking and co-ordinating of service calls to ensure timely attendance. They provide technical support to accomplish first call customer resolution. This role aims to provide key accounts with a customised, fast and efficient service in regard to proactive maintenance of all Billi products on site.

Key Responsibilities

• Conduct day to day booking & co-ordinating of service calls to ensure timely attendance at all times
• Confer with customers throughout the work order process to keep them informed of status of job, to solicit and resolve inquiries and complaints, to obtain approval of additional costs, such as parts, labour, replacement units, and to procure information and materials needed by Service Agents or Service Technician to complete work order
• Manage NetSuite & Salesforce to ensure all data is up to date and accurate
• Proactively liaise with Service Agents to ensure Customer jobs are completed on time and to required standards
• Provide first level technical support over the phone
• Interview customers to acquire information and explain available services
• Handle and resolve customer complaints, or special requests via phone, email & Webchat in a professional manner
• Refer complaints of service or product failure or errors to appropriate personnel for investigation
• Communicate solutions, successes, and opportunities to the Customer Support Manager
• Assist clients with service enquiries
• Coordinate customer’s requirements with other appropriate departments as necessary to ensure effective customer service
• Re-attends and installation from sales orders
• Process credit card payments

• Year 12 completion
• Professional and friendly phone manner
• Phone-based customer service skills & experience
• Proven conflict resolution skills