About this role
Company Profile:
Our client is a leading distributor of consumer electronics and home appliances segment across Australia and New Zealand. Operating from 2 main divisions: B2C and B2B channels, they partner with global brands to introduce products to market across leading retailers.
Duties & Responsibilities:
• Maintain and update an accurate log of activity in the CRM system, and Google Sheets
• Direct customers to online resources
• Answer customer inquiries via chat, email, Product Review, SMS, social media, and calls
• Meeting your Key Performance Indicators (KPIs)
• Chat Response Time: 30 Seconds
• Email Turnaround Time: 24-48 hours
• Update customer records in the system, including notes about interactions
• Pitch ideas for improving customer care
• Make recommendations to management to improve customer experience
• Consistent desire to learn new skills
• Maintains professional and technical knowledge
• Working within the system
• Perform other duties as assigned
Requirements
• At least 1 year of experience as a Customer Service Representative
• Prior experience in customer service or support roles, especially in handling multiple communication channels
• Excellent verbal and written communication skills in English
• Ability to respond to customer inquiries quickly, accurately, and with attention to detail
• Efficient in managing several conversations across different platforms simultaneously
• Comfortable working in a fast-paced, dynamic environment
Nice-to-have / Advantageous Skills:
• High School Diploma or equivalent required; Associate or Bachelor’s Degree
• E-commerce experience