Customer Service Representative (Remote)

About Us:
We are a dynamic and fast-growing e-commerce business based in Sydney, Australia. We are seeking a highly organized and articulate individual to join our team as a Customer Service Representative. This role requires a proactive and detail-oriented person who can provide exceptional customer service to our primarily Australian customer base while contributing to business growth through performance-driven initiatives.

Key Responsibilities:
Answer customer service calls and respond to customer service emails promptly and professionally.
Handle customer inquiries via live chat, ensuring timely and accurate responses.
Assist customers with order updates, tracking shipments, and resolving issues.
Resolve customer complaints effectively, ensuring satisfaction and retention.
Proactively seek opportunities to acquire positive Google and Facebook reviews.
Identify upselling opportunities and create leads for the sales team.
Liaise with other staff on Slack to coordinate and resolve customer-related issues.
Maintain accurate records of customer interactions and transactions.
Perform other customer service tasks as required to support the team.

Requirements:
Experience: Minimum of 3 years of experience in a customer service role, preferably in an e-commerce environment. Experience with Australian customers is highly preferential.

Communication Skills:
Exceptional verbal and written communication skills.
Proficient in understanding and communicating in English, including Australian accents.
Strong spoken communication skills and very clear English pronunciation will be preferred.

Technical Proficiency:
Competence with live chat platforms and customer service software.
Comfortable using Slack and other digital tools for communication and collaboration.

Organisational Skills: Strong organisational skills with the ability to multitask and prioritise effectively.

Problem-Solving Abilities: Demonstrated ability to resolve issues and handle difficult customer situations with professionalism.

Attention to Detail: High level of attention to detail to ensure accurate and clear information is provided to customers.
Our target demographic consists predominantly of Australian men aged 30-60 with little to no cultural diversification or experience listening to different languages or accents. Hence, clear and articulate English communication is crucial.

Support and Benefits:
Full Support Team: You will have the full support of our in-house Sydney-based team, along with our highly capable CX Manager, who will guide and support you through the entire onboarding process and provide assistance with day-to-day tasks.
Performance-Based bonuses.

Application Instructions:
To apply for this role, you must complete the application form at the link below:
https://forms.gle/rVNLYP3gSmxEB1f59

We look forward to hearing from you!