• Monday to Sunday, 8:30 AM–9:00 PM NSW Time
• Extended Hours: Up to 12:00 AM NSW Time on Thursdays
• Shift Rotation: Every 2 weeks
• Rest Days: 2 consecutive days off per rotation.

The ideal candidate is empathetic, tech-savvy, adaptable, and thrives under pressure while navigating complex tools and customer interactions.

 

Key Responsibilities

Customer Interaction & Resolution

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

• Deliver timely, accurate, and actionable solutions—aiming for first-contact resolution

• Identify root causes and address concerns with empathy and efficiency

Multichannel Engagement

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

• Prioritize tickets based on urgency while maintaining service quality

• Maintain consistent professionalism and courtesy across all platforms

System Use & Process Adherence

• Use Zendesk (and similar CRM tools) to manage cases and document interactions

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

• Proactively identify and escalate recurring issues; suggest improvements to knowledge bases

Sales & Customer Retention

• Provide product knowledge to support sales conversions

• Tailor solutions to boost satisfaction and customer loyalty

• Offer suitable alternatives when preferred solutions aren't available

Compliance & Quality Assurance

• Adhere to consumer laws, ACMA standards, and internal data privacy policies

• Maintain brand reputation through clear, professional, and culturally sensitive communication

• Report safety or compliance concerns responsibly

Cross-Functional Support

• Perform ad hoc administrative tasks and collaborate with other departments

• Stay updated on company promotions, policies, and product changes

Requirements

Experience & Knowledge

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

• Experience handling both chat and calls

• Familiarity with Zendesk and other CRM/omnichannel tools preferred

• Quick learner with a strong grasp of products and services

Technical Requirements

• Dual monitor setup is required

• Reliable high-speed internet

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

• Proficient in Microsoft Office Suite and other business tools

Soft Skills

• Excellent communication and phone skills

• Positive, customer- and solution-focused mindset

• High emotional intelligence and the ability to build rapport

• Strong time management and attention to detail

Behavioral Skills

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

• Strong decision-making skills balancing customer satisfaction and business needs

• Genuine passion for delivering excellent customer experiences

Important Notes

• Full attendance is mandatory.

• No concurrent work with other clients allowed.