Customer Experience Specialist

Company Description:

Thermosoft Australia helps Australians make the switch to sustainable, efficient electric heating—without sacrificing quality, comfort, or style. By providing great products and friendly, old-fashioned service, we’ve helped thousands of Australians get off gas while staying wonderfully warm and cozy in winter over the past 25 years.

Our mission now is to accelerate Australia’s move to an all-electric future. To do this, we’re adopting forward-thinking technologies and approaches that allow us to deliver the friendly service and brilliant products we’re known for to more people than ever.

Job Description:

Our fast-growing national e-commerce business, Thermosoft Australia, is currently seeking a Customer Experience Specialist to join our team. As the Customer Experience Specialist, you will play a vital role in ensuring a seamless experience for our customers by supporting both the Fulfillment and Customer Service functions. You will triage inquiries, process orders, and contribute to delivering the high-quality service we are known for.


Why You’ll Love Working With Us

Working with Thermosoft Australia means being part of a team where leaders are approachable, and feedback is encouraged. Our environment fosters self-improvement, learning, and creativity while maintaining a spirit of family and fun. We celebrate individual achievements and push each other to excel, creating a space where respect and candidness coexist.

Our commitment to high-quality products and excellent customer service is reflected in our high standards and teamwork. The environment is challenging but fulfilling, promoting growth and self-development through exposure to diverse tools relevant to automation, AI, and e-commerce.


What's in It for You?

- Competitive salary (discussed during the interview process)
- Full-time, fully remote role (approximately 40 hours per week, Monday through Friday)
- 6-month contract position with the opportunity for extension or transition to a full-time role, based on performance
- 20 working days of Annual Leave per year
- 10 working days of Sick/Carer’s Leave per year
- Day shift schedule
- HMO overage after 6 months of employment
- Government-mandated benefits
- 13th month pay
- Observance of Victoria (VIC) public holidays and selected Philippine holidays
- Career progression opportunities to learn, contribute, and achieve your career goals
- Long-term and stable opportunity to work with a fast-growing company and a supportive team

Our small and dynamic structure will provide you with direct access to our directors and allow you to grow your skills in various areas. As you gain experience, you'll have opportunities to refine your expertise, take on leadership roles, and shape the future of our business.


Key Responsibilities:

Primary Triage (50%)
- Handle inbound calls, emails, and inquiries with a focus on professionalism and efficiency.
- Identify the type of enquiry and provide solutions on the spot whenever possible. Example scenarios include:
- Completing a customer transaction if they are ready.
- Answering simple product or process-related questions.
- Providing clear instructions on next steps if further action is required.
- For more complex inquiries, take detailed and accurate notes to capture the customer’s needs, communicate clear next steps, and assign follow-ups to the appropriate team within set timeframes.

- Fulfillment Support (50%):
- Assist the Fulfillment team by processing orders in Shopify, managing stock levels, confirming delivery details, and handling refunds or adjustments.
- Cross-train in Customer Service procedures to provide backup and consistent support across the business.
- Ensure that all tasks adhere to processes and quality standards, delivering on expectations with minimal errors.

Desired Skills and Aptitudes:

Required Skills:
- Excellent English communication skills (both verbal and written), with a strong ability to handle phone interactions at a high standard
- Efficiency in note-taking: Ensure high-quality, detailed notes are captured, processes are followed accurately, and tasks are swiftly assigned
- Proactive problem-solving: Handle enquiries efficiently by either:
- Resolving on the spot (e.g., checking a customer out, answering product/process questions, reaffirming next steps)
- Taking detailed notes, setting clear expectations for the customer, and assigning follow-up actions to the relevant team
- Strong organizational and technical skills, including experience with CRMs and helpdesk software
- Ability to multitask, prioritize, and adapt to new challenges

Key Attributes:
- Compassionate and empathetic approach to customer service and team collaboration
- Strong work ethic with meticulous attention to detail
- Accountability for the quality and timeliness of your work

How to Apply:

Fill out this Google form https://docs.google.com/forms/d/e/1FAIpQLSe8gV6Xw44JUt7o1QIZBSp1I9Q0L-Zi_9zR8tmXciQxY9eH3Q/viewform?usp=header to submit your application.

Hiring Process:

1. Initial Application Review: Your application and form responses will be assessed.
2. Video Recording: Selected applicants will be asked to complete a video recording answering a set of questions related to the role.
3. Trial Task: Applicants who pass the video screening will be given a trial task to evaluate their skills.
4. Interview: Final candidates will be invited to a live interview.

We highly value candidates who demonstrate attention to detail and the ability to follow instructions during the application process. These qualities reflect your ability to perform tasks accurately and reliably, which is crucial for success in this role.