Customer Care Representative

This is a remote position.

⚠️ Full attendance is mandatory. Working with other clients is not permitted.

⚠️ Dual monitor setup is required.

⚠️ Reliable internet and backup power source are essential. If regular power outages are likely, this role will not be suitable.

Role Purpose

As the frontline representative of our client’s brand, the Customer Support Representative is responsible for managing and resolving all customer enquiries across various channels—voice, chat, and email. This role goes beyond issue resolution: it champions customer satisfaction, enhances brand reputation, and delivers a seamless, solution-focused experience. The ideal candidate is empathetic, tech-savvy, highly adaptable, and thrives under pressure while navigating complex tools and interactions.

Customer Interaction & Resolution

• Actively listen to customers, using effective questioning to understand their needs.
  

• Provide timely, accurate, and actionable solutions, aiming for first-contact resolution.
  

• Understand the root cause of inquiries and address them with empathy and efficiency.
  

Multichannel Engagement

• Manage inbound and outbound calls, live chats, emails, and other digital touchpoints.
  

• Prioritize tickets based on urgency while maintaining high service quality.
  

• Maintain consistent professionalism and courtesy across all platforms.
  

System Use & Process Adherence

• Efficiently use Zendesk (and similar CRM tools) to manage cases and document interactions.
  

• Follow brand guidelines and internal processes while offering creative solutions within scope.
  

• Proactively identify and escalate common issues and recommend improvements to knowledge bases.
  

Sales & Customer Retention

• Provide product knowledge to support sales conversions.
  

• Tailor solutions that drive satisfaction and customer loyalty.
  

• Offer alternatives when preferred solutions aren't available, always keeping the customer’s best interest in mind.
  

Compliance & Quality Assurance

• Follow relevant consumer laws, ACMA standards, and internal data privacy policies.
  

• Uphold brand reputation by using clear, professional, and culturally aware communication.
  

• Report any safety or compliance concerns responsibly.
  

Cross-Functional Support

• Perform ad hoc administrative tasks and collaborate with other departments as required.
  

• Stay informed on company updates, promotions, and product changes that affect customer experience
  

• Minimum 1–2 years of customer support experience (preferably in retail or BPO).
  

• Hands-on experience handling both Chat and Calls.
  

• Familiarity with Zendesk and other CRM/omnichannel support tools is highly preferred.
  

• Strong grasp of products/services and ability to learn quickly.
  

Technical Requirements

• Dual monitor setup is required.
  

• Reliable high-speed internet connection.
  

• Backup power source (e.g., UPS or generator) to maintain productivity during outages.
  

• Proficient with Microsoft Office Suite and other business tools.
  

Soft Skills

• Excellent communication and phone skills.
  

• Positive attitude, with a strong customer- and solution-focused mindset.
  

• High emotional intelligence and ability to build rapport through text and voice.
  

• Strong time management and attention to detail.
  

Behavioral Skills

• Works well under pressure, especially in a fast-paced, omnichannel environment.
  

• Decision-making skills with the ability to balance customer satisfaction and business needs.
  

• A genuine passion for delivering an exceptional customer experience every time.
  

Requirements

• 15 days paid leave (will take effect after 3 months)
  
• Paid AU public holidays
  
• HMO coverage for eligible locations after 3 months