Customer Care Representative
Customer Care Representative
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1-2years
USD 4 - 700
1 Vacancy
Job Description
This is a remote position.
Schedule
Work Days: Monday to Sunday
Hours: 8:30 AM 9:00 PM NSW Time (6:30 AM 7:00 PM Manila Time)
Extended Hours: Up to 12:00 AM NSW Time on Thursdays
Shift Rotation: Every 2 weeks
Rest Days: 2 consecutive days off per rotation
Total Weekly Hours: 40 hours
The ideal candidate is empathetic tech-savvy adaptable and thrives under pressure while navigating complex tools and customer interactions.
Key Responsibilities
Customer Interaction & Resolution
Actively listen to customers using effective questioning to understand their needs
Deliver timely accurate and actionable solutions aiming for first-contact resolution
Identify root causes and address concerns with empathy and efficiency
Multichannel Engagement
Manage inbound/outbound calls live chats emails and other digital touchpoints
Prioritize tickets based on urgency while maintaining service quality
Maintain consistent professionalism and courtesy across all platforms
System Use & Process Adherence
Use Zendesk (and similar CRM tools) to manage cases and document interactions
Follow brand guidelines and internal procedures while offering creative solutions within scope
Proactively identify and escalate recurring issues; suggest improvements to knowledge bases
Sales & Customer Retention
Provide product knowledge to support sales conversions
Tailor solutions to boost satisfaction and customer loyalty
Offer suitable alternatives when preferred solutions arent available
Compliance & Quality Assurance
Adhere to consumer laws ACMA standards and internal data privacy policies
Maintain brand reputation through clear professional and culturally sensitive communication
Report safety or compliance concerns responsibly
Cross-Functional Support
Perform ad hoc administrative tasks and collaborate with other departments
Stay updated on company promotions policies and product changes
Requirements
Experience & Knowledge
1 2 years of customer support experience (preferably in retail or BPO)
Experience handling both chat and calls
Familiarity with Zendesk and other CRM/omnichannel tools preferred
Quick learner with a strong grasp of products and services
Technical Requirements
Dual monitor setup is required
Reliable high-speed internet
Backup power source (e.g. UPS or generator) to maintain productivity during outages
Proficient in Microsoft Office Suite and other business tools
Soft Skills
Excellent communication and phone skills
Positive customer- and solution-focused mindset
High emotional intelligence and the ability to build rapport
Strong time management and attention to detail
Behavioral Skills
Works well under pressure in a fast-paced omnichannel environment
Strong decision-making skills balancing customer satisfaction and business needs
Genuine passion for delivering excellent customer experiences
Important Notes
Full attendance is mandatory.
No concurrent work with other clients allowed.
- Reliable internet dual monitors and backup power are required.
If regular power outages are common in your area this role may not be suitable.
Independent Contractor Perks
HMO coverage (for eligible locations)
Permanent work-from-home setup
Immediate hiring
Steady freelance opportunity
15 days paid leave (effective after 3 months)
Paid Australian public holidays
ZR25562JOB
Experience & Knowledge 1 2 years of customer support experience (preferably in retail or BPO) Experience handling both chat and calls Familiarity with Zendesk and other CRM/omnichannel tools preferred Quick learner with a strong grasp of products and services Technical Requirements Dual monitor setup is required Reliable high-speed internet Backup power source (e.g., UPS or generator) to maintain productivity during outages Proficient in Microsoft Office Suite and other business tools
Education
N/A
Employment Type
Full Time
