Customer Experience Partner

Who We Are:

OTR Group comprises of over 1000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), SmokeMart Giftbox, and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians. With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia

The Role:      

We are seeking a Part Time (20 hours) Customer Experience Partner who will be responsible for creating exceptional customer experiences from initial contact through post-purchase support. You will serve as a vital link between the company and our customers, ensuring a positive and memorable experience. Joining our rapidly expanding team offers significant opportunities for growth.

1 x Part Time Position 20 hours per week

Your contributions

• Answer incoming calls, emails, and chat requests from customers and provide them with accurate information.
• Understand and respond to customer inquiries, complaints, and requests in a timely and professional manner.
• Resolve customer issues by providing solutions and/or escalating them to the appropriate department or supervisor.
• Ensure customer satisfaction by maintaining a positive and professional attitude and providing exceptional service.
• Document customer interactions and follow up on their inquiries as necessary.
• Continuously update knowledge of company products, services, and policies to provide accurate information to customers. 

What we are looking for

• 1 years of experience in a call centre or customer support.
• Excellent communication skills are essential for the position. This includes the ability to speak clearly and professionally, listen actively, and convey information accurately and effectively.
• Demonstrated ability to manage multiple priorities and work in a fast-paced environment.
• Strong problem-solving skills, with the ability to think creatively to resolve customer queries.
• Ability to work independently with a collaborative and proactive approach to work.
• Retail experience is desirable, not essential.
• Ability to work collaboratively with cross-functional teams.

Special Requirement

This team operates 24/7, and we're seeking someone who is comfortable and enthusiastic about working within this schedule.

If you are passionate about delivering exceptional customer experiences and are looking for a rewarding role, we would love to hear from you.

All successful applicants will be required to provide an up-to-date Police Check and VEVEO check where required.