Client Services Representative (AUS)

About the role

Ingram Content Group, one of the world's largest distributors of physical and digital content, is hiring a Client Services Representative in Dandenong South. The role supports customers by answering questions, troubleshooting, resolving complaints and giving guidance on IngramSpark and Lightning Source service offerings. It is a full-time position.

Key responsibilities

• Act as the main point of contact for customers and manage their relationship with other departments such as sales, premedia and operations.
• Answer publisher queries efficiently and accurately by phone, email and chat, and resolve questions and concerns satisfactorily.
• Manage new and outstanding customer requests, responding to emails and giving timely updates.
• Clarify special offerings and upsell to increase sales volume.
• Maintain up-to-date knowledge of the full range of Ingram services and use internal systems so customer requirements are recorded and acted on accurately.
• Liaise with internal teams across the US, UK and AU as needed, and support third-party customer service agents.
• Attend recurring virtual meetings with customers and help third parties with metadata optimisation and file creation compliance.

Required profile

• High school diploma or GED.
• 1 year of customer or client service experience.
• Ability to speak, write and read English.
• Sedentary work in a standard office environment, with a full-time schedule during normal company hours.

Required skills

• Strong oral and written communication skills and attention to detail.
• Ability to prioritise, work in a fast-paced environment and handle accounts with minimal supervision.
• Flexibility to adapt to frequent change and to multi-task according to workflow demands.
• Active listening and ability to build and maintain cooperative working relationships.

What we offer

• Competitive salary.
• Holiday plus Bank Holidays, life assurance, company pension scheme and sick pay.
• Continuous professional development and training opportunities.
• Business casual dress code, dress down Fridays, free onsite parking, hot drinks and vending machines.
• Gym membership corporate discount and service awards.