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Customer Support Representative (CSR) - Specialist Level 2/Mid Level Experience

Offshore Virtual Assistants, a respected home-based outsourcing company in Australia, requires a Customer Support Representative for our Sydney-based client, who manufactures and retails Sports Products & Accessories.

Customer Service Representative (CSR)

Not limited to the following:

  • Provide a high level of customer support
  • Making and receiving phone calls
  • Communicating with customers through various channels
  • Answering customer queries and questions
  • Acknowledging customer complaints
  • Take ownership of customer issues
  • Troubleshooting problems and driving resolutions
  • Collecting prompt and accurate customer feedback
  • Updating customer records and tickets
  • Returns and Warranty Claim processing
  • Processing orders and transactions
  • Collecting and analysing customer feedback
  • Creating and updating policies and procedures based on feedback
  • Dealing with Suppliers
  • Coordinate with other teams/support to complete the request of customers and communicate effectively with these teams
  • Generate sales leads

Administration 

  • Administration tasks as required to support the expansion of the business

The position offers the opportunity for learning and expanding upon skills and knowledge as well as exposure to the daily management of this fast-growing business.

Qualifications and Type of Person:

  • Must have a minimum of 8 years of Customer Service Experience
  • Must have Specialist or Mid-Level experience
  • Must have Customer Service qualifications or similar
  • Must be passionate about all things relating to customer service with creative problem-solving skills.
  • Has strong English communication and writing skills
  • An expert in analysing data, and reporting with Strong skills in Excel and analysing ticket data.
  • Experienced in Document writing and updating
  • Can work under pressure
  • Has worked independently or had long experience in remote working

Tools and Software:

  • Experienced in SAP, Zoho Desk Ticketing System, Dear Systems, CIN7 Systems, CRM systems or similar 
  • Experienced in using the Shopify Platform or similar
  • Experience in Aircall or Virtual Phone Systems
  • Experienced in using Excel, Google worksheets and a good knowledge of Excel features