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Customer Care Representative
VIC Mt Waverley
Date Posted:
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Position Type:
Full-time Permanent
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Our company

Toshiba (Australia) Pty Limited is a wholly owned subsidiary of Toshiba Corporation, a global technology leader servicing the Information Systems, Consumer Electronics, Electronic Imaging and Social Infrastructure markets.

Toshiba Australia's Electronic Imaging Division (EID) is growing. We are expanding beyond our traditional Multi-Function Devices (MFDs) to provide our customers with innovative solutions that improve efficiency and effectiveness in their business operations.


Our culture

We'll be offering a unique culture, one that enjoys the benefits of a large global technology corporation whilst concurrently having a strong commitment to our people. We acknowledge that it's our team of passionate employees who make Toshiba as successful as it is today.


Our opportunity

We have a great opportunity for experienced Customer Care Representatives, or someone technically minded, to join the Customer Care Centre team located in Mount Waverley, South East Melbourne. Reporting to the Customer Care Manager, the primary focus of this position is to manage the customer experience from inception to resolution, whilst continually demonstrating Toshiba values and promoting the brand through memorable interactions.

A major focus of this role is to resolve the customer incident or query during their first contact. This may involve providing technical support at an operator level. This means the holder of this role will be familiar with the user operations of a Toshiba device.

The role provides responsive, and professional frontline support to all Toshiba customers via phone, web and email. This role ensures all requests are recorded and responded to in a timely manner to meet client expectation and contractual agreements.


Responsibilities include:

  • Respond to all customer enquiries and handle in a professional manner
  • Remote resolution of customer incidents – triage and resolution of minor and operator related incidents
  • Information gathering – logging all enquiries into management tool
  • Validation – confirming contractual requirements, including cost advice
  • Adhering to guidelines regarding the handling and scripting of customer enquiries
  • Service Level Management
  • Escalation – ensuring requests reach the correct resolver group


Our requirements


To be successful in this role, you will need to work effectively with customers and Toshiba team members across multiple departments and at various levels.  Therefore, sound interpersonal skills, strong customer service orientation and a commitment to the Toshiba Values will ensure success.


Skills, knowledge and experience required:

  • Effective communication skills  - written, listening and verbal
  • Accurate information gathering and data entry skills
  • Incident and Problem management skills (administrative and technical)
  • Successful completion of Secondary School Certificate or equivilant
  • Certificate in Business Administration or Frontline Management desirable (not mandatory)
  • High level of computer, numerical and Microsoft application literacy
  • Structured roster and shift work (including public holidays and weekends)
  • High demand service delivery role with ability to manage Service Levels and escalations
  • Customer Contact Centre, Service Desk or Frontline Customer Service role/experience
  • Experience in diverse customer engagement models (portal, phone, email)
  • Resource co-ordination


Our benefits

To attract the best, we offer a competitive salary package which includes additional superannuation benefits, product discounts, salary sacrifice, discounted healthcare plus many more.


If you are looking to achieve a better quality of life, make Toshiba your next move and apply today.


Applications close on 31st October 2019.


Committed to People. Committed to the Future. Toshiba.


No agencies please, Toshiba Australia has a preferred supplier agreement in place. Toshiba is not responsible for any fees related to unsolicited resumes.

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