This is a remote position.
Job Highlights:
Contract: Independent Contractor
Client Timezone: New South Wales, Australia
Operation hours: Monday-Sunday 8:30AM -9PM NSW Time (and up to 12AM on Thursdays)
Working schedule: 8hrs/day | 40hrs/week. Shifting every 2 weeks with 2 consecutive days off. Ideal candidates should be able to accommodate this.
Role Purpose
Responsible for the management of customer contacts, they will serve as the primary point of contact for all customer enquiries. Their role extends beyond mere resolution, as they act as an advocate for our brand, ensuring that every interaction leaves a positive and lasting impression. They will provide a seamless experience for customers, regardless of the channel of their enquiry. Their approach is solution-focused, aiming to deliver a frictionless customer experience within the existing processes and system capabilities. They will tailor solutions to resolve customer contacts efficiently and effectively, ensuring satisfaction at every touchpoint.
Key Responsibilities:
Understand and Address Customer Needs
Actively listen and use effective questioning techniques to understand customer inquiries fully.
Identify the root cause of customer concerns and demonstrate an understanding of their needs.
Navigate customer information and account details to develop a holistic view of each customer’s situation.
Provide timely, clear, and actionable solutions to exceed customer expectations and maximize satisfaction.
Engage and Build Relationships with Customers
Respond promptly and appropriately to customer requests, maintaining professionalism and courtesy at all times.
Provide customers with confidence by delivering on promised timeframes for unresolved queries.
Manage expectations effectively and offer alternative solutions where necessary.
Aim to resolve inquiries in a single interaction, enhancing customer value and experience.
Deliver Quality Service Through Process Adherence
Use company systems and technology efficiently to manage inquiries, cases, and workflows.
Accurately record and track all customer interactions and documentation.
Follow brand communication standards to build trust and confidence with customers.
Use clear, simple, and professional language across all communication channels.
Escalate and resolve complaints following company policies while ensuring customer satisfaction.
Proactively identify gaps in knowledge bases and escalate suggestions for updates or automation.
Handle Telephony and Multichannel Interactions
Prioritize tickets and manage both incoming and outgoing customer contact volumes effectively.
Stay informed about current campaigns, sales, product recalls, or other relevant communications impacting customer satisfaction.
Greet customers in line with organizational protocols, maintaining respect for cultural diversity.
Adhere to ACMA telemarketing standards and customer privacy regulations.
Provide Sales Assistance
Offer personalized sales support by understanding customer needs and leveraging product knowledge to drive sales.
Deliver tailored service that enhances the overall customer journey.
Ensure Safety and Compliance
Adhere to consumer laws, regulations, and company policies to protect customer information.
Report safety concerns and follow proper processes when required.
Support Ad Hoc Duties
Perform additional tasks and support other departments as needed.
Requirements:
Experience and Knowledge:
Proven experience in customer service, preferably in a retail environment.
Strong verbal and written communication skills.
Familiarity with CRM tools like Zendesk and omni channel solutions.
Solid understanding of the products and services being supported.
Technical Skills:
Proficient in using Microsoft Office Suite, and other business tools.
Experience exporting data and managing it across systems.
Ability to learn new technologies quickly and processes.
Soft Skills:
Empathy: Ability to build emotional connections with customers and provide human-centered interactions.
Proactively: Anticipate customer needs, take initiative, and offer solutions without prompting.
Customer Intimacy: Deliver personalized service that strengthens relationships across touchpoints.
Behavioral Skills:
Effective Communication:
Use clear, professional, and respectful language across all communication channels.
Avoid jargon or colloquial language that may confuse or mislead customers.
Maintain a positive and focused tone to ensure productive conversations.
Customer Focus:
Demonstrate a passion for helping customers and resolving issues with confidence.
Strive to exceed expectations and build long-term customer loyalty.
Decision-Making and Problem-Solving:
Provide quick and practical solutions to meet customer needs.
Use sound judgment to balance customer satisfaction with business efficiency.
