Customer Care Representative

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of in-vehicle technology, enhancing road safety, productivity, and reducing environmental impact. EROADs mission is to deliver intelligence you can trust, for a better world tomorrow.

What We’re Looking For

Are you a customer-focused individual looking for a role where you can make a real impact? We’re looking for a Customer Care Member to join our team and help deliver exceptional service to our customers, dealers, and installers. This position involves working within our contact centre (primarily inbound) and completing client casework in Salesforce, in line with policies and procedures.

About The Role

This is a full-time role (40 hours per week) on a rostered basis, Monday to Sunday. You’ll be assisting and coordinating with customers on their hardware and software requests, and processing orders, moves, adds, and changes from origin to dispatch.

Some Aspects Of The Role Include

• Being a key member of the Customer Care team by supporting the delivery of a professionally managed, efficient, and effective service to our customers, dealers, and installers.
• Working closely with other parts of the business to provide an exceptional level of customer service.
• Processing customer requests accurately and efficiently, ensuring customers are always informed.
• Working as an active and constructive member of the team.
• Helping create a culture that is productive, open, honest, professional, innovative, friendly, and sustainable.
• Keeping our customer promise of helping them achieve their business outcomes by supporting their journey every step of the way.
• Managing expectations and anticipating new requirements by monitoring usage of our SaaS platform and their business growth.
• Processing subsequent sales and facilitating adds, moves, and changes within their business.
• Ensuring that customers are kept up to date with new features and products whenever we are in contact with them.
  
  

Job Responsibilities

Specific tasks include:

• Deal directly and promptly with customers, installers, and other internal and external customers either by telephone or electronic means.
• Obtain and evaluate all relevant information to handle inquiries and issues.
• Log and manage requests and unresolved issues.
• Record details of actions taken in Salesforce, following all appropriate business processes and procedures.
• Identify and escalate situations requiring urgent attention with clear and concise notes.
• Proactively follow up on on-hold cases to provide outcomes to our customers.
• Process subsequent sales orders and facilitate adds, moves, and changes within our customers’ businesses accurately, efficiently, and cost-effectively from origin to dispatch.
• Identify growth opportunities and provide customers with the most appropriate solutions to fit their needs.
• Keep customer satisfaction and ease of dealing with the company top of mind.
• Communicate and coordinate with internal departments and provide support for Sales Representatives.
• Provide a complete and professional experience for all customers.
• Print and post Paper RUC licences to our customers on a rostered basis.
• Testing New Features – to be an asset in the Customer Care team, you may be required to complete Operational Acceptance Testing of our software on a regular basis.
• Follow all safety and wellbeing procedures and instructions, including reporting hazards, incidents, and accidents, and participating in safety and wellbeing initiatives and programs as required.
  
  

Why You’ll Love Working At EROAD

EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012, we are represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, and the USA.

At EROAD, we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people, demonstrated through our funded medical insurance plans, unlimited sick leave, recognition programs, EAP offerings, and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.

In our Albany office, we offer free on-site parking, are close to the Albany bus station, and encourage flexible working.

Join EROAD and be part of an organisation in growth mode. Your skills and expertise will make a significant impact. We are going places, and we would love you to join us. We can’t wait to hear from you!

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