Senior Customer Service Representative

This is a remote position.

• Contract: Independent Contractor
  
• Permanent Work from Home
  
• Monday - Friday
  
• 8:30AM - 5:30PM NSW (5:30 AM to 2:30 PM PHT)
  
• 1 hour unpaid lunch, Two 15 minutes paid break - 8hrs/day | 40hrs/week
  

• 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
  
• Delivering quality through adherence to process
  
• Efficient use of systems and technology to manage enquiry, cases and workflow.
  
• Ensures that all documentation and information is accurately recorded and tracked.
  
• Respond to customer interaction in line with brand expectations to build trust and confidence with the customer (scripting, standard responses, high level of communication skills)
  
• Use clear, simple and easy to understand language, and ensure responses are comprehensive across all channels
  
• Treat customers with respect and courtesy to enhance and develop customer loyalty.
  
• Escalate and follow up complaints in line with policies.
  
• Capture any enquiries outside of the existing frequently asked questions and take to leadership to create automation and article in knowledge base.
  
• Liaise with leadership to update policies, 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.
  
• Conduct Telephony Contact
  
• Identify contact details and apply to 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 maybe relevant to the impact of the customers over journey with Freedom.
  
• Greet customers according to organizational protocol in a manner that encompasses cultural diversity.
  
• Adherence 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.
  

• 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
  

Benefits

• 15 days Paid Leave eligible after 90 days
  
• HMO Coverage for eligible locations after 90 days
  
• Paid AU Public Holidays