Customer Service
Customer Service
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Job Description
This is a remote position.
Zero Energy Australia is seeking a proactive Customer Service Representative to manage both inbound and outbound calls handle basic customer enquiries and ensure seamless support through our Zoho Desk and Yeastar IVR platform. You will be the first point of contact for our clients resolving queries efficiently and escalating complex issues to the right teams.
Key Responsibilities
Inbound Call Handling:
Answer customer calls promptly logging each interaction in Zoho Desk.
Resolve routine enquiries about installations service schedules billing and rebates.
Triage and assign tickets to appropriate departments (e.g. Operations Technical Billing).
Outbound Calls & Follow Up:
Conduct follow up calls to confirm appointments collect missing information and close open tickets.
Reach out to leads who have submitted enquiries but not yet converted providing product information and booking consultations.
Helpdesk Management (Zoho Desk):
Create update and close support tickets with accurate notes and SLAs.
Use automations and macros to streamline responses for FAQs and common requests.
Monitor ticket queues and ensure compliance with response time objectives.
Yeastar IVR Integration:
Configure call flows in Yeastar to route calls based on enquiry type and availability.
Update call routing rules as needed and test new IVR menus.
Review call logs and recordings to identify training needs or system improvements.
Customer Engagement & Satisfaction:
Maintain a professional empathetic tone on all calls.
Gather customer feedback and log suggestions for process improvements.
Escalate any urgent or sensitive issues (e.g. safety concerns) to management immediately.
Reporting & Continuous Improvement:
Generate weekly reports on call volumes ticket resolution times and customer satisfaction scores.
Participate in regular team huddles to share insights and refine call handling scripts.
Requirements
Essential Requirements
Minimum 1 year of customer service or call centre experience preferably in HVAC utilities or field services.
Familiarity with Zoho Desk (or similar ticketing systems) and basic IVR concepts.
Strong verbal communication skills and active listening ability.
Comfortable with outbound prospecting calls and follow up.
Excellent organisational skills and attention to detail when logging tickets.
Ability to multitask and maintain composure under high call volumes.
Desirable Qualifications
Experience configuring or managing Yeastar PBX/IVR systems. (Plus)
Basic understanding of HVAC products rebate programs or service industry workflows. (Plus)
Proficiency in Zoho CRM for lead tracking and simple data updates. (Plus)
Benefits
Why Join Us
Work in a collaborative customer centric environment with career growth opportunities.
Gain hands on experience with industry leading cloud platforms (Zoho Desk Yeastar).
Competitive pay salary packaging options and supportive team culture.
Essential Requirements Minimum 1 year of customer service or call centre experience, preferably in HVAC, utilities, or field services. Familiarity with Zoho Desk (or similar ticketing systems) and basic IVR concepts. Strong verbal communication skills and active listening ability. Comfortable with outbound prospecting calls and follow up. Excellent organisational skills and attention to detail when logging tickets. Ability to multitask and maintain composure under high call volumes. Desirable Qualifications Experience configuring or managing Yeastar PBX/IVR systems. (Plus) Basic understanding of HVAC products, rebate programs, or service industry workflows. (Plus) Proficiency in Zoho CRM for lead tracking and simple data updates. (Plus)
Employment Type
Full Time
