After Sales Support

About the Role

We are seeking an experienced person with Service and Customer service skills to assist our logistics Manager running our after-sales customer service and repair centres across Australia and New Zealand. You will be responsible for ensuring timely, high-quality support for our call centre and distributors, plus ensuring our techincial repair network runs smoothly. You will be a key player in driving our brand to have excellent end to end customer satisfaction.

You will report directly to the Sales Operations, Consumer Audio, ANZ.

What You Will Do

1.    Escalation Handling

·        Act as the final point of contact for complex customer complaints, resolving technical or service issues to protect the brands reputation

2.    Team Leadership

·        Ensure they have the necessary product knowledge and tools

3.    Quality Assurance

·        Ensure customer escalations are handled correctly

4.    Performance Tracking

·        Prepare detailed operational reports for management, highlighting trends and cost’s

5.    Logistics and Spare parts

·        Oversee and assist to control the inventory levels at service centres

6.    Refurbish

·        Oversee and assist the final output of refurbished products

7.    Credit and Invoice approvals

·        Review invoices/credit claims and issue claim ref#

What You Need to Be Successful

• Knowledge of Australian Consumer Law (ACL) and the NZ Consumer Guarantees Act (CGA) regarding product returns and repairs

• Thorough understanding of consumer electronics or Audio troubleshooting procedures

• De-Escalation skills - Exceptional skills in resolving high priority customer complaints and managing “brand at risk” situations

• Ability to work cross functionally with Sales, Marketing, logistics and Engerneering teams

Bonus Points if You Have

• Minimum 3 years' experience in customer service role

• Audio expertise: Bluetooth protocols (SBC, AAC, LDAC), Aura cast & wifi (2.4GHz Vs 5GHz)

What Makes You Eligible

What We Offer

• Access to employee discounts on world-class Harman products (JBL, HARMAN Kardon, AKG, etc.)

• Extensive training opportunities through our own HARMAN University

• “Be Brilliant” employee recognition and rewards program

• An inclusive and diverse work environment that fosters and encourages professional and personal development