Emily Hunter

Background

About Emily Hunter

I have 7 years of experience in customer service and technical support and I am dedicated to delivering exceptional service across B2B, B2C, and B2D sectors. Since 2020, I have been with Dermapenworld, where I have honed my expertise in troubleshooting, managing product returns, and providing in-depth technical support for a range of customers, including distributors and Authorised Treatment Providers (ATPs). In my current role, I am the go to person for managing technical support enquiries and addressing product-related issues. My key responsibilities include troubleshooting device issues, processing returns and warranty claims, and ensuring the highest levels of customer satisfaction by providing clear and accurate communication. I manage complaints and issues by determining potential root causes and adhering to internal processes to resolve them. This involves both online investigations and physically inspecting returned products to ensure their quality and functionality. I also play a key role in maintaining strong relationships with distributors by offering tailored technical support to help them optimise their operations and customer satifaction. Additionally, I am actively involved in training new team members, ensuring they are equipped with the necessary knowledge to succeed in their roles. I also maintain and update our knowledge base and support portal, ensuring that our internal resources reflect the most accurate and current product information. My experience extends to managing a CRM system (Hubspot, ZOHO currently), where I track product enquiries, warranty claims, and support tickets. I have worked closely with cross-functional teams, including Sales, Marketing, Compliance, and Quality Assurance, to ensure that all customer feedback is logged and that regulatory requirements are met. I also contribute to process improvement initiatives, suggesting solutions to enhance productivity and streamline operations. Throughout my career, I have developed strong analytical and organisational skills, allowing me to manage a variety of tasks and solve complex problems efficiently. My ability to train and mentor others, along with my proactive approach to customer service, helps elevate team performance and drive overall success for the organisation. Previous Roles: Office Manager - Dalya Australia Customer Service - Penny Miller EFTPOS advisor/ CS -PC-EFTPOS Sales Rep - Cotton On Group Customer Service Traineeship - Warringah Council Customer Service Trainer - Magnamail + various Temp roles.