Sophie Austin

Handling customer service inquiries via phone ensuring appropriate information is gathered to give information and realistic outcomes to each request.

Processing online payments and bookings.

Accurate data entry when required to lodge requests to appropriate departments to support the community with requests and inquires.

Ensuring documentation/certificates and proof of identification is met where required to share information on things like properties, financial figures, waste management information etc.

Ensuring accurate information is provided in a friendly and respectful way to achieve customer satisfaction.

Continued learning to ensure updated policies and procedures are adhered to.

Communicating with internal teams to achieve timely resolutions for customers.

Addressing customer complaints and feedback making sure each interaction is handled with respect and care, making sure each person feels heard.

Customer service in person, on the phone and via email. Invoicing and reconciling accounts, processing orders, general office admin. Cleaning and organising within the workplace. Assisting in production and packing of orders when needed.

• Customer inquiry management
• Sales support
• Office all rounder
• Phone and email based customer service
• Meet and greet face to face customers
• Scheduling site visit/quote appointments
• General office duties, including daily mail, ordering, printing and faxing etc

• Within my role as Store Manager I used many skills daily from prioritizing tasks, resolving immediate issues as well as keeping on top of ongoing tasks
• Day to day would see me building my team up while using their knowledge and skills appropriately while teaching new skills along the way
• I am a hands on leader and like to get in and get the job done
• Tasks in my multiple titles within ALDI include (but not limited to) - Rostering - Hiring - Performance Management Plans - Ongoing equipment checks and maintenance - Emergency call outs for alarms onsite - Customer service in multiple forms, instore face to face as well as following up where needed and building customer relationships - Coaching and development - Inventory maintenance - Admin and ordering - RSA compliance among the team - Regular team meetings

• I worked as Assistant Store Leader at Wallace Bishop for 2 and a half years
• I worked with my store manager and fellow staff member’s to meet KPI’s as well as budgets
• I learnt how to handle customer issues, coach staff to achieve results and make sure the store was always running at a high standard

• In this role I worked my way up from being a casual assistant in the delicatessen section to assistant manager and in turn manager in which I was in charge for 2 years
• I learnt how to handle stock levels, rostering, working within budgets as well as some invoicing
• Working with a small team meant I had time and resources to coach and develop my team to a high standard all while focusing on customer service first and foremost