Josh Watson
Morphett Vale,SA
Summary
Experienced and personable customer service professional with over 10 years of expertise in effectively resolving account and service concerns for customers. Skillfully uncovers and solves challenges while promoting company products, ensuring customer satisfaction and loyalty. Committed to surpassing expectations and driving team success, consistently striving for excellence in customer service delivery.
Overview
14
14
years of professional experience
Work History
Customer Service Coordinator
Ken Hall Plumbers
12.2023 - 04.2024
- Respond to customer needs through competent customer service and prompt problem-solving.
- Coordinated complex scheduling and assisting field technicians with queries over the phone.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
Registration Officer Level 1
Land Services SA
06.2022 - 11.2023
- Examining and Registering Real Property Act documentation to update the Land Registry
- Communicating with lawyers and conveyancers about the Real Property Act 1886
- High level data entry with an error rate of below 2% per financial year
- Examining and comparing documentation to relevant South Australian legislation to ensure the accuracy and indefeasibility of the register.
- Enhanced data accuracy by meticulously reviewing and verifying submitted documents during the registration process.
- Maintained a comprehensive understanding of applicable federal and state regulations to ensure compliance with all relevant policies and procedures.
Customer Service Officer
Land Services SA
02.2019 - 06.2022
- Handling incoming calls and responding to client emails within the 2 day SLA
- Performing historical land searches for the general public
- Communicating with clients about their land titles
- Training new staff on customer service tasks
- Running the front counter
- Achieved a reduced abandoned call rate of 5% to
- Submitted 12 change recommendations in the customer service team, 8 of which were implemented in the first year of employment.
Customer Care Executive
Puretec Perfecting Water
05.2016 - 01.2019
- Improved call centre response time from 6-9 seconds to 3 seconds
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Responded to email inquiries within a 2 hour timeframe
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Streamlined customer support processes for improved call handling times and resolutions.
Call Center Manager / Representative
Dynamex Distribution
10.2010 - 01.2015
- Managed and maintained smooth operations in the owner's absence
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Enhanced company reputation by providing exceptional customer service and support.
- Helped design and implement new call centre procedures to increase call volume and sales
- Progressed from Call Centre Operator to 2IC
Education
Education
Skills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- Documentation abilities
- Time Management
- Problem-Solving
- Exceptional interpersonal communication
- Clerical Support
- Register operations
- Technical Support
- Continuous Improvement
References
Available upon request
Hobbies and Interests
- Computers, IT, and programming
- Model building and miniature painting
- Esports, video games, and tabletop gaming
- Wrestling, anime, and manga
- Water filtration and environmental sustainability
- 3D printing and digital fabrication
- Crafting, DIY projects, and home improvement
- Animals, pet care, and volunteering at local animal shelters
- 3D design, VFX (visual effects), and video editing
- Reading, writing
Timeline
Customer Service Coordinator
Ken Hall Plumbers
12.2023 - 04.2024
Registration Officer Level 1
Land Services SA
06.2022 - 11.2023
Customer Service Officer
Land Services SA
02.2019 - 06.2022
Customer Care Executive
Puretec Perfecting Water
05.2016 - 01.2019
Call Center Manager / Representative
Dynamex Distribution
10.2010 - 01.2015
Education
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