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