Job Overview

Our client is looking for a solutions-focused, customer-obsessed individual to join their team a Retail Customer Support. This role plays a key part in delivering fast, thoughtful, and effective solutions to warranty and service-related concerns through exceptional communication and problem-solving. With a recent transition to Zendesk and the integration of AI-enabled tools, this role requires strong technical acumen, adaptability, and a forward-thinking mindset. The Warranties Agent serves as the customer’s advocate—navigating product concerns, repairs, and service challenges with ownership, empathy, and efficiency.

Schedule

• Monday - Sunday, rotating shifts between 8:30 AM - 9:00 PM NSW Time, and up to 12:00 AM on Thursdays (40 work hours per week).

  Note: This role features rotating shifts every 2 weeks with 2 consecutive days off. Ideal candidates must be able to accommodate rotating schedules.

Responsibilities

• Customer Interaction & Case Handling: Use active listening and empathy to manage enquiries related to warranties, service appointments, and delivery issues; aim for first-contact resolution across calls, email, and chat.
• Platform & Process Management: Lead all case management through Zendesk; leverage AI tools (e.g., Blitzz, automations) to streamline communications and coordinate with Service Technicians and Logistics.
• Training & Knowledge Sharing: Maintain up-to-date product knowledge and contribute to internal documentation and the knowledge base.
• Compliance & Safety: Ensure all interactions comply with relevant consumer laws and safeguard customer information in accordance with data protection standards.
• Ad Hoc Support: Assist other departments and perform additional duties as needed to support the broader Customer Service team.

Requirements

• Proven experience in customer service or retail support.
• Experience using CRM systems, particularly Zendesk.
• Must have a dual monitor setup to manage multiple systems simultaneously.
• Strong written and verbal communication skills with a solid understanding of service recovery techniques.
• Technologically savvy, with the ability to learn and leverage new tools quickly (AI tools experience is a strong advantage).
• High attention to detail and the ability to manage interactions across various channels.

Qualifications

• Preferred: Background in warranty, repairs, or claims management within a consumer goods or retail environment.
• Familiarity with AI tools in support environments.

Independent Contractor Perks

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

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.