Schneider Electric has announced a bold new customer care vision to enhance levels of customer satisfaction.

The global specialist in energy management is establishing Customer Care centres of excellence in both its Sydney and Adelaide offices, resulting in the creation of 35 new positions at the Gepps Cross site. This is in addition to the existing staff at the Gepps Cross site currently performing this role, bringing the total number of customer care staff to 47.

The Schneider Electric Sydney office currently employs 60 staff in customer care. Now with a national total of 106 staff, the company boasts the largest team dedicated to customer service in the Australian electrical industry.

The company has set itself a target of providing customer service excellence with easy access to the right competent support person, as well as promoting the option of self-service utilising digital technology.

It is anticipated that the new team will receive 750,000 customer calls per year including general enquiries, technical questions and over 1.5 million orders.

“Our aim is to better align our business to the needs of our customers,” says Schneider Electric Pacific Zone Customer Satisfaction and Quality director Paul Grace.

“Teams will be focused on partner and end user segments, so that where possible, we will have the same people consistently servicing the same set of customers.”

The first group of customer care agents is currently undertaking an intensive four week training course, which will give them an insight into the company together with the complete skill set required to service customers. The first 12 agents will be seated in the new area in March with the full complement in May.