BruntWork | Full time: 35 paid hours per week or more
Work Timezone - Must be a City eg London SydneyWork Schedule Fixed ScheduleJob Type Full time: 35 paid hours per week or moreDate Opened 01/14/2025Remote JobIndustry OtherJob DescriptionThis is a remote position.
Job Highlights: Permanent Work from HomeMonday - Friday8:30AM - 5:30PM NSW (5:30 AM to 2:30 PM PHT)Responsibilities Identify customer needs through active listening, effective questioning, confirmation of understanding, and thorough review of existing information.Interact with customers by responding appropriately to their needs, ensuring timely communication, managing expectations, providing alternative solutions, and aiming for one-touch resolution to maximize customer satisfaction and value.Provide personalized sales assistance by actively engaging with customers, leveraging knowledge to drive sales, and delivering exceptional service tailored to their needs throughout the sales process.Ensure compliance with consumer laws, business procedures, and regulations for safeguarding customer information, and adhere to safety reporting processes as necessary.Perform ad hoc duties and support other departments when required.Follow processes efficiently.Use systems and technology to manage inquiries and workflows.Accurately record and track all documentation.Respond to customers in line with brand expectations using clear language.Treat customers with respect to enhance loyalty.Escalate and follow up on complaints as per policies.Capture new inquiries for knowledge base improvement.Liaise with leadership for policy updates.Take ownership of customer follow-up actions according to business rules and practices.Deliver quality through adherence to process.Efficient use of systems and technology to manage inquiries, cases, and workflow.Ensure that all documentation and information is accurately recorded and tracked.Respond to customer interactions in line with brand expectations to build trust and confidence with customers.Use clear, simple, and easy to understand language, ensuring responses are comprehensive across all channels.Treat customers with respect and courtesy to enhance and develop customer loyalty.Escalate and follow up on complaints in line with policies.Capture any inquiries outside of the existing frequently asked questions and take to leadership to create automation and articles in the knowledge base.Liaise with leadership to update policies and procedures where necessary.Take ownership of follow-up actions to progress the customer through their journey in accordance with escalation policies, timeframe, business rules, and practices.Identify contact details and apply organizational policies and procedures.Ability to prioritize existing ticket volume to ensure balanced contact for incoming contact volume.Understand current campaigns, sales, product recalls, or relevant customer communications that may impact the customer journey.Greet customers according to organizational protocol in a manner that encompasses cultural diversity.Adhere to ACMA telemarketing standards on customer privacy rules.Conduct telephony contact by identifying contact details, prioritizing ticket volume, staying informed about relevant campaigns and customer communications, greeting customers respectfully, and adhering to ACMA telemarketing standards on customer privacy rules.Requirements 2+ years experience in a Customer Service role or retail.Zendesk experience is preferred.Strong communication skills, both verbal and written.Expertise in the products being supported.Proactive in anticipating and meeting customer needs.Experienced in communication across various channels.Dual monitor is required.Paid AU Public Holidays.Permanent work from home.
Immediate hiring.
Steady freelance job.
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