ERIC SPICE
Summary
A passionate and driven person with a strong background in customer service, looking to broaden my skill set and challenge my self in a new environment to further my career.
Overview
7
7
years of professional experience
Work History
Customer Support Team Member
Bunnings
08.2023 - Current
- Handling inbound customer enquires across multiple platforms including phone, live chat and email.
- Consistently meeting and exceeding KPI expectations.
- Handling escalated calls via the customer resolutions queue and ensuring that the customers concerns are addressed appropriately and sent through to the correct area of the business.
- Maintained a high level of product knowledge in order to assist customers
- Served as a subject matter expert in specific areas, assisting colleagues with complex enquiries.
- Assisted the leadership team with projects of varying degrees of complexity.
- Lead a group of Christmas casuals providing training and mentorship. Also acted as a point of contact for the team regarding any schedule changes or requests and conducted 1:1 KPI meetings with them to ensure they are moving in the right direction.
Contact Centre
Australia Post
10.2017 - 08.2023
- Handling inbound customer inquiries and often providing a first call resolution
- Following up on inquiries by liaising with different areas of the business such as post offices, delivery centres as well as KPI teams and financial teams
- Making outbound calls to customers and providing them with a resolution
- Handling customer accounts with a high standard of data integrity
- Consistently meeting KPI targets
- Escalating calls when the outcome of an investigation may not be favourable to the customer
Education
Diploma of Audio Engineering -
JMC Academy
South Melbourne12-2015
VCE -
Keysborough College
Springvale South12.2014
Skills
- Customer Service Skills
- Excellent Communication Skills
- Problem Solving Skills
- Proficient in Microsoft Office
- Time Management
- Multitasking
- Able to work in high pressure and fast pace environments
- Leadership
- Complaint handling
- CRM software
- Attention to detail
- Multitasking Abilities
Timeline
Customer Support Team Member
Bunnings
08.2023 - Current
Contact Centre
Australia Post
10.2017 - 08.2023
Diploma of Audio Engineering -
JMC Academy
VCE -
Keysborough College
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