Customer Service Agent

What you'll need

Our client is looking for Customer Service Support who thrive in a fast-paced environment where every day brings new challenges to solve and opportunities to learn. This role isn't just about answering inquiries—it's about owning the customer experience, collaborating with your team, and making a meaningful impact. You'll go the extra mile to build our customers' trust and create positive experiences.

You'll need to embrace change with an open mind and an eagerness to learn. Whether through training, upskilling, or adapting to new processes, you'll be constantly growing professionally.

Collaboration is at the heart of this role. You're not afraid to get into the weeds, find solutions, and persist until things are resolved. You'll need to be resourceful because what you do impacts your customers and your team. You'll share ideas, listen to others, and embrace feedback because we all work together to create something unique.

You're also bold to share ideas, or suggest better ways of doing things. You care about the details and have a knack for finding ways to improve and make things smoother for everyone involved. You will be part of our client's Customer Service team, where you'll be creative and have the opportunity to leave your own mark in a customer-focused business.

To be successful in this role, you'll need the following qualities:

• Genuine desire to deliver the highest possible level of service to our customers.
• Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.
• Ability to handle escalations via chat, email, voice, and other support channels.
• Flexibility to thrive in a hybrid work environment.
• Willingness to undergo training to cater to different customer groups within our client.
• Excellent written and spoken English — you need to be able to talk to Executive and C-level customers.
• Grit, perseverance, and resilience in handling sticky situations and customer interactions.
• A self-starter personality — you can work with minimal supervision and take initiative when needed.
• Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.
• Very comfortable with technology and digitally savvy
• Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts.

What you'll do

We need you to help us develop and deliver a world-class customer support experience:

• Connect with our customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
• Turn around sticky situations into favorable resolutions that encourage our customers to continually partner with us for their delivery needs.
• Develop a thorough understanding of our client's delivery services in the context of various geographical regions where we operate.
• Be the first point of escalations via chat, email, voice, and other support channels.
• Share feedback and suggestions to enhance processes and documentation to support our customers effectively.
• Assist teammates through collaborative peer-to-peer learning sessions.
• Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support our customers better.

Job Type: Full-time

Benefits:

• Additional leave
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Work from home

Application Question(s):

• What is your expected salary?
• 7 hour roster team, 9am - 8pm AEST, can't guarantee weekends off. Any issues
• Flexibility - In office 3-6 months as part of training, then hybrid after (up to 2 days from home per week)? Is it okay?
• How soon can you start?
• Do you have any experience in e-commerce or any Australian Business?
• Do you have experience in chat and email?
• What platform are do you use to talk to customers ? (Software or Tools)

Language:

• English (Required)

Work Location: In person