Customer Service Representative
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We are looking for a customer-focused and solutions-oriented Customer Service Representative (CSR) to provide excellent support to customers across Australia. The successful candidate will handle customer inquiries, resolve issues, provide technical assistance, and ensure a positive customer experience across multiple communication channels.
Key responsibilities
Handle customer inquiries through phone calls, live chat, emails, and support ticket queues.
Manage multiple communication channels simultaneously while maintaining professional and timely responses.
Prioritize urgent customer concerns and ensure tickets are resolved efficiently.
Provide technical support and troubleshooting for smart home devices, digital door locks, and related accessories.
Process warranty claims, reshipments, and product replacements.
Assist with order inquiries, routine customer concerns, and product-related issues.
Coordinate installation scheduling, service appointments, and White Glove Service processes.
Maintain accurate customer records and document interactions in the appropriate systems.
Escalate complex issues to the relevant teams and follow through until resolution.
Use customer service platforms, including Intercom and HubSpot, to manage communications and support tickets.
About you
Previous experience in customer service, technical support, or a similar role.
Excellent verbal and written English communication skills.
Strong problem-solving, troubleshooting, and organizational abilities.
Ability to multitask and manage competing priorities in a fast-paced environment.
Excellent attention to detail and commitment to customer satisfaction.
Ability to remain calm, patient, and professional when handling challenging customer situations.
Willingness to learn new products, systems, and processes.
Experience with Intercom, HubSpot, or similar CRM and help desk platforms.
Familiarity with e-commerce platforms, particularly Shopify.
Experience handling warranty claims, returns, replacements, and order management.
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