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Client Advocacy Consultant (12 month FTC)

Pitney Bowes -
Macquarie Park NSW

Apply Now

Job Details

Full-time

Qualifications

Customer service
SAP
Microsoft Office
Communication skills

Full Job Description

We’re hiring at Pitney Bowes, where top talent builds meaningful careers and lasting impact. We Move fast, Deliver excellence, and Win together…that’s The Pitney Bowes way. Here, how we work matters just as much as what we achieve.

We’re looking for people who:

Act with urgency, accountability, and purpose
Deliver high quality work with consistency and pride
Collaborate effectively and elevate those around them
Focus on outcomes that drive impact and growth

Job Description:

1. Objective of the role

The key objective of this role is to manage the requests for support from customers across ANZ that are not related to Technical requests for support for customer equipment. This involves managing all Client support tickets in the CRM system and ensuring customers receive a timely response to their queries. Tickets will originate from the Call Centre or from an Inbox communication with requests for Support. This role will also assist with the management of Lease customers who request payout details and request to cancel an existing Lease contract. The key KPI for this role is a high level of customer satisfaction linked to requests for support and information or client complaints. All customer communication will be managed through the ticketing system and reports will be available to Business Managers to show resolution timeframes and aging requests.

The employee demonstrates key competencies and models PB values at all times. The employee follows all company policies and procedures with disciplined execution and supports the EBIT objectives of the business to ensure revenue growth and the Company’s longer-term profitability and organisational objectives.

Key Accountabilities

Manage the Client Service Tickets and in particular be responsible for closing all tickets after providing a resolution via the ticket to the customer.
Open subtickets as necessary to seek support from the appropriate Accenture team for system data or client history – eg invoices, payments
Be familiar with key Order Processing and Invoicing procedures for SAP (S4 and C4C), OLFM and Tier 3 so that problem solving is expedited.
Manage Lease customers who request payout details and request to cancel an existing Lease contract. Provide detail to the Account Manager if appropriate.
Utilise reporting to measure performance and develop additional reporting as required for Client Service Ticket resolution
Utilise the documented Complaints process and template if the complaint requires Management support and a written letter attached to the ticket.
Be a SME for Ticket creation in C4C and support the Sales team as required with training on this aspect of C4C.
Any other task as required from the business from time to time.

Key Capabilities (Essential Skills)

Customer Service experience
Ability to interact with customers over the phone in a professional and helpful manner and to use strong verbal communication skills;
Strong attention to detail;
Clear and concise written communication skills;
Strong problem-solving skills; and
Reliability and able to deliver to deadlines through self-management and self-monitoring.

Key Qualifications/Experience

Preference of a minimum of 2 years’ experience in a Client Service or similar role.
Solid experience working with MS Office
Experience of working in a fast-paced environment and able to manage workload to meet key SLAs; and
Demonstrate a high degree of personal motivation and the energy and commitment to achieve goals/targets.

We will:

Provide the will: opportunity to grow and develop your career
Offer an inclusive environment that encourages diverse perspectives and ideas
Deliver challenging and unique opportunities to contribute to the success of a transforming organization
Offer comprehensive benefits globally ( PB Benefits and Wellbeing Programs )

Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace.

All interested individuals must apply online.

Apply Now

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