As a Digital Customer Care agent, you are responsible for ensuring all customers have a seamless experience. The aim of this role is to facilitate the process for our post-delivery care and to maintain a high level of accuracy and professionalism for both customers, vendors and staff.
A primary responsibility will be ensuring that customers and suppliers are contacted, and solutions provided, in a timely and respectful manner. This encompasses situations that can arise from delivery issues, warranty claims, customer experience feedback, just to name a few. You will often be in contact with the company's third-party vendors to raise credit claims for products that have been received by the customer damaged or that have quality issues, or to follow up orders.
Further to this, you will be responsible for conducting daily health checks on all the prescribed processes and procedures that power the company's E-Commerce platform and escalating any issues that arise. This includes making sure that automated jobs have run successfully and completing a queue of escalated orders.
- Full-time
- Permanent work from home
- Monday to Friday
- 9:00am to 6:00pm NSW with 1 hour of unpaid lunch break 2 15 mins paid break
Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job
- Provide customers with timely contact and resolutions of tickets raised.
- Follow up vendor credit claims for damaged products and escalate as required.
- Accurately identify issues that have arisen due to failed processes.
- Complete all prescribed jobs in the time allotted with a high degree of accuracy and attention to detail.
- Communicating with various stakeholders as needed.
- Monitoring of items rejects and the Escalation process
- Process all failed customer orders on a daily basis.
- Ensure that Google My Business & trading hours are accurate
- Actively contribute to a positive work culture.
- Observe and adopt the company brand values.
- Ensure that timely completion of all company directed learning and development initiatives.
- Undertake any other reasonable duties as required.
- Ensure health and safety matters are raised at an appropriate level.
- 2+ years in customer service
- Highly proficient in written and verbal English
- Strong problem-solving skills
- Excellent relationship building and influencing skills
- Passion for customer experience
- High accuracy and attention to detail
- Exceptional time management and organizational skills
- Deadline-oriented with the ability to manage multiple priorities
- Team player with a flexible and proactive attitude
- Intermediate computer skills (MS Office)
- Takes personal responsibility for safety and actively promotes safety
- Proactively engages with the team using various communication means
- Understands and anticipates customer needs, aiming to improve the company's competitive position
- Strong drive to achieve results and exceed expectations
- Analytical mindset with the ability to apply effective solutions to problems
- Team cohesion and excellent communication and rapport-building skills
- Advanced proficiency in MS Word, Excel, and general computer skills.
Side Note: Since this is a permanent work-from-home position and the arrangement is that of an “Independent Contractor,” the selected candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.
Reminder
Apply directly to the link provided; you will be redirected to BruntWork’s Career Site. You must apply using the said link to complete the initial requirements, which includes pre-screening assessment questions, technical check of your computer, and voice recording.
APPLICATIONS WITH COMPLETE REQUIREMENTS WILL BE PRIORITIZED.