Job Overview

Our client is seeking a Customer Service Consultant who will act as the primary point of contact for customer inquiries, delivering exceptional support across multiple channels. This role focuses on providing seamless customer experiences, resolving inquiries efficiently, and maintaining accurate case management through CRM platforms such as Zendesk. The ideal candidate is customer-focused, solution-driven, and highly organized, with the ability to balance customer satisfaction with operational processes while collaborating with internal teams to resolve issues effectively.

Schedule

• Monday - Friday, 8:30 AM - 9:00 PM NSW Time (6:30 AM - 7:00 PM Manila Time), with 1 hour paid break (40 work hours per week)

  • Note: This role requires rotating shifts every 2 weeks. Candidates must be comfortable working rotating schedules, including extended hours up to 12:00 AM on Thursdays.

Independent Contractor Perks

• Health Insurance Coverage for eligible locations 
• Permanent work from home
• Immediate hiring

Responsibilities

Customer Interaction & Case Management

• Serve as the primary contact for customer enquiries related to warranties, service appointments, delivery concerns, order tracking, and post-delivery support
• Use active listening and effective questioning techniques to understand the root cause of customer issues
• Provide timely, accurate, and empathetic responses across calls, emails, chat, and digital channels
• Aim for first-contact resolution wherever possible while managing customer expectations
• Escalate complex or high-risk issues to the appropriate internal teams when required
• Follow up with customers to ensure successful issue resolution and a positive experience

Multichannel Customer Support

• Manage inbound and outbound interactions across phone, live chat, email, and CRM ticketing systems
• Prioritize and manage support tickets based on urgency and impact
• Maintain professionalism, empathy, and clarity across all customer interactions
• Provide product guidance and support customers throughout their journey

CRM & Case Documentation

• Manage all cases using Zendesk or similar CRM tools, ensuring accurate documentation and case tracking
• Maintain detailed case notes and ensure all interactions are recorded appropriately
• Create internal tasks or jobs and coordinate with relevant teams for resolution
• Identify recurring customer concerns and recommend updates to the knowledge base or automation tools

Administrative & Reporting Support

• Perform accurate data entry and database updates to maintain reliable customer records
• Prepare reports and presentation templates using tools such as Google Slides and Microsoft Excel
• Assist with administrative tasks, including meeting scheduling, internal coordination, and documentation
• Support operational tasks such as refund processing, gift card preparation, and electronic voucher handling

Sales Support & Customer Retention

• Provide product knowledge to assist customers in making informed purchasing decisions
• Offer alternative solutions where preferred options are unavailable
• Deliver personalized service that promotes customer satisfaction and long-term loyalty

Cross-Functional Collaboration

• Work closely with internal teams, including logistics, technicians, product teams, and leadership, to resolve cases
• Identify process gaps and suggest improvements to enhance customer experience
• Assist other departments with administrative or operational support when required

Compliance & Quality Assurance

• Ensure all interactions comply with consumer laws, ACMA standards, and internal policies
• Protect customer information in accordance with data privacy regulations
• Follow company safety and reporting procedures using systems such as Donesafe
• Maintain high standards of communication aligned with company brand guidelines

Requirements:

Experience & Background

• Minimum 1–2 years of experience in customer service, ideally within retail, BPO, or consumer goods environments
• Experience handling chat, email, and phone support
• Experience using Zendesk or similar CRM systems is highly preferred
• Background in warranties, repairs, claims, or customer support operations is an advantage

Technical Skills

• Proficiency with Microsoft Office Suite, especially Excel
• Experience managing data across multiple systems
• Familiarity with AI tools, automation platforms, or customer support technologies is a plus
• Ability to quickly learn new software and operational tools

Technical Setup Requirements

• Dual monitor setup
• Reliable high-speed internet connection
• Backup power source (UPS or generator) and any other necessary backup equipment to ensure uninterrupted productivity

Core Skills & Competencies

• Excellent written and verbal communication skills
• Strong problem-solving and critical-thinking abilities
• High level of attention to detail and accuracy
• Ability to manage multiple tasks in a fast-paced, omnichannel environment
• Strong time management and organizational skills

Behavioral Competencies

• Customer Focus: Passionate about delivering exceptional service
• Empathy: Ability to build rapport and provide human-centred support
• Proactiveness: Anticipates customer needs and offers solutions
• Conflict Resolution: Skilled at de-escalating concerns and resolving disputes
• Collaboration: Works effectively with cross-functional teams

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.