Job Overview

Become the voice of an innovative Australian brand where our client is looking for someone to handle sophisticated customer interactions that require human expertise beyond automated systems. You'll work with state-of-the-art customer service technology while managing high-value, complex inquiries across multiple channels. This role offers the opportunity to develop advanced customer service skills in a thriving e-commerce environment, supporting customers during peak retail periods like Black Friday and holiday seasons.

Client Overview

Our client is a forward-thinking Australian brand dedicated to providing an exceptional shopping journey. They value human-led support to tackle complex issues that AI cannot solve, ensuring that every customer feels heard and assisted during their most important purchasing decisions.

Schedule

• Saturday - Wednesday or Wednesday - Sunday, 11:00 AM - 8:00 PM AET (Weekdays) and 8:00 AM - 5:00 PM AET (Weekends), with 1 hour unpaid/paid break (40 work hours per week)

Responsibilities

• Omnichannel Support: Handle inbound and outbound phone calls, manage live chat conversations, and respond to email tickets with professionalism and efficiency.
• Sales Guidance: Process pre-purchase inquiries and provide detailed product guidance to help Australian customers make informed decisions.
• Logistics Coordination: Resolve delivery inquiries and logistics-related concerns to ensure a seamless end-to-end customer experience.
• Complex Problem Solving: Tackle high-value customer service issues that require advanced human intervention and creative problem-solving.
• Peak Period Support: Provide consistent coverage during high-volume retail events and peak Australian business hours, including evening and weekend shifts.
• Quality Standards: Maintain exceptional professionalism and quality benchmarks in every customer interaction.

Requirements

• Proven Experience: Previous customer support experience, preferably within a retail or e-commerce environment.
• Regional Expertise: Demonstrated experience speaking with and supporting Australian businesses and customers.
• Availability: Must be able to work weekends (Saturday and Sunday) as a standard part of the roster.
• Technical Proficiency: Adaptability to work in a technology-enhanced environment, managing multiple channels (Phone, Chat, Email) simultaneously.
• Soft Skills: Advanced problem-solving skills and a "customer-first" mindset.
• Reliability: An excellent attendance record in previous roles is a non-negotiable requirement.

Independent Contractor Perks

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

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.

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.