Introduction ADA (Australian Defence Apparel) is a leading innovator of cutting-edge uniforms and personal equipment specialising in complex user requirements from design to distribution. As an intergrated uniform solutions provider, we have long been providing expert assistance in a variety of industries across Australia and New Zealand. ADA is Australia's largest and primary manufacturer of garments for the Australian Military. Our commitment to combining textiles and technology to solve design problems also stems across Law-Enforcement, Healthcare and Corporate industries. Description The Role We are seeking a dynamic, energetic and experienced Customer Service Representative to join our growing organisation. In this position, you will process orders, prepare correspondence and fulfil customer needs to ensure customer satisfaction. You will play a key role in providing stellar customer service experiences on a daily basis. You must be organised, detail-oriented with an engaging, upbeat personality, be knowledgeable on our product range and be eager and willing to expand on this on an ongoing basis. Reporting to the Customer Service Team Leader & Trainer, this role is a critical part of the Customer Service Team. The Role Responsibilities The Customer Service Representative will be responsible for: Open and maintain customer accounts by recording account information Manage incoming calls. Resolve product or service problems by clarifying the customer’s complaint and determine the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintain financial accounts by processing customer adjustments. Contribute to team efforts by accomplishing and analysing customer information Build sustainable relationships of trust through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions and file related documents. Go the extra mile to engage customers Answer questions about warranties or terms of sale. Handle product recalls. The Ideal Candidate At least 3 years’ experience in a similar role. High level of administrative skills. Excellent communication skills Strong phone contact handling skills and active listening capabilities; Intermediate Computer skills Attention to detail Ability to multi-task, prioritise and good time management; Team player with ability to work unsupervised. High level of personal resourcefulness. Self-motivated with strong problem-solving skills. Effective time management skills. Pro-active in delivering value to customers. Pro-active in continuous improvement. HOW TO APPLY? Your application must consist of the following: Acknowledgement that you are an Australian Citizen or have a current legal right to work in Australia is a must, 1-2 Page Cover letter addressing prior experience in the context to the role responsibilities and ideal candidate set out above; A copy of your updated CV. Pre-Employment Assessment As part of the selection process applicants will be required to undertake the following assessments/checks: National Police/Criminal History Check. Why work for ADA? Innovative, service orientated and inclusive team environment. Access to annual Health & Wellbeing initiatives Employee Assistance Counselling Program Professional and Personal Develop through our ADA online learning platform. Workplace Physiotherapy Healthy eating – Weekly Fruit boxes on site Annual Flu Vaccination program Annual Birthday Vouchers Great opportunity for an experienced Customer Service Representative to join a supportive, collaborative team in a stable and growing Company