Work With AXIS Communications
About the employer
We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.
Location: Melbourne
Work Type: Full time
Salary: Market Rate
Contact: Therese Bizas, She Works Program 03 8842 2954
Applications close: Available until filled
About the Role:
Are you passionate about customer success and continuous improvement in customer engagement? Do you want to be a part of a great team where you build value together with our customers? If this sounds like you, we would like to speak to you!
As a Technical Services Representative (TSR), you are mostly involved in the RMA (Return Material Authorization) support flow by handling and administrating RMA cases in all aspects, including RMA approval and follow-up, coordination and communication with customers, RMA partners, sales, and internal stakeholders as applicable.
WHAT WILL YOU DO AS A TECHNICAL SERVICES REPRESENTATIVE?
- Handle the day-to-day RMA support via ticket system and phone.
- Handle general enquiries via phone.
- Work with a case-driven system where you have the final responsibility towards the customer for concluding and closing your cases.
- Work with customers and RMA partners regarding returns or DOAs / warranty exchanges.
- Maintain, review, and update process documentation regularly; create new documents as required.
- Collaborate with various internal departments and offices on RMA returns and payments.
- Authorize RMA cases & guide customers through the RMA process.
- Follow customs and compliance regulations.
- Support customers with invoice questions.
Escalate to other departments such as Reverse Supply Chain, Distribution, and Global Customer Services.
About You:
You are required to have good communication and problem-solving skills. We believe that being energetic and self-sufficient is important to be successful in this role. Understanding professional communication, adapting to the customer’s needs, and following up with customers are important requirements.
You will support the Oceania region, and this role will be based in Melbourne, Australia.
- Strong sense of customer care
- Social and structured individual
- Customer support/service experience
- Excellent communication skills, both verbally and in writing
- A basic technical foundation to stand on
- Fast learner and eager to change
- Stress resilient and able to prioritize tasks
- Team player, collaboration, and ability to fit in a group quickly
- Proactive and self-driven
To Apply:
Please email your Resume and cover letter to: [email protected] or call the She Works team and speak with Therese on 03 8842 2954.
