Summary:

The role is a receptionist style. First role that handles overflow sales calls, routes enquiries to the right people, logs cases, and completes light admin to reduce workload for Site Managers and the Head of Sales. Working remotely outside Australia, the role ensures customers reach the right person quickly and that every enquiry is tracked to
completion.

 

Reporting Line:

- Reports to: Head of Sales
- Works closely with: Site Managers, Retail Sales, Install Coordinators, Warranty Admin, and BDMs

 

Location and Work Pattern:

- Remote
- Standard coverage: 10:00–18:00 AEDT, Mondays to Fridays
- No routine Saturday work. Occasional ad hoc coverage in peak periods by prior agreement
- Attends virtual team huddles and training as scheduled

 

Primary Objectives:

- Answer overflow phone calls and digital enquiries promptly and professionally

- Triage, route, and schedule callbacks to the correct team member or queue

- Ensure every enquiry is logged, acknowledged, and actioned through to resolution

- Enter warranty cases for review by approved staff (no approvals)

- Maintain clean CRM records and complete light administrative tasks for sites

 

Key Responsibilities:

Customer Reception and Phone Triage
 Serve as first point of contact on national overflow lines and shared inboxes
 Quickly identify caller intent, verify details, and capture essential context
 Route calls using defined decision trees to the correct person or queue
 Offer warm transfers when available; otherwise schedule firm callbacks and
send a concise summary to the assignee

 Create a ticket/CRM note for every interaction with clear next steps and owner
 Monitor open items and nudge assignees before end of shift to keep work
moving
 Follow escalation rules for urgent matters and document handoffs

Enquiry Routing and Followthrough
 Use routing playbooks to assign enquiries to Sales, Install, Warranty,
Dispatch, or BDMs
 Summarize customer needs, timelines, and any promised actions in the CRM
 Send customer acknowledgements with expected nextstep timing
 Track until closed: confirm the customer was contacted and outcome recorded
 Flag risks or delays to the Head of Sales or relevant Site Manager

Installation and Booking Support
 Capture install request details and pass to Sites for coordination
 Record availability preferences and parts constraints noted by customer
 Send confirmation messages using approved templates after the coordinator
books

Warranty Intake (No Approvals)
 Create warranty cases with photos, receipts, and issue descriptions
 Tag correct location or team for assessment and note customer contact
preferences
 Keep customers informed on handoff timing. Do not provide outcomes or
approvals

Business Administration
 Update CRM lead/contact records and attach call notes, emails, and files
 Prepare simple documents or email templates as requested
 Maintain shared trackers or inbox rules to support campaigns and shows
 Assist with data cleansing, list prep, and meeting notes as needed

 

Tools and Systems:
- NetSuite: view     only for order status and information checks
- 3CX: call queues, warm transfers, voicemail and callback scheduling

- Podium: messaging, webchat intake, and conversation routing
- Microsoft Teams: internal chat, huddles, handoffs, and video meetings

 

Knowledge, Skills, and Attributes:
- Clear, friendly spoken English and concise written summaries
- Strong listening, triage, and prioritisation skills
- High attention to detail for accurate data entry and routing
- Dependable followthrough until enquiries are closed
- Comfortable working independently across time zones
- Fast learner with CRM, phone, and messaging systems

 

Qualifications and Experience:
- 1–3+ years in reception, customer service, sales support, or contactcentre
work
- Remote work readiness with reliable internet, quiet workspace, and headset
- Experience with CRM and phone queue tools preferred
- 4x4 or automotive retail familiarity is a plus, not required

 

Work Standards and Security:
- No quoting, payments, or discounts
- No warranty approvals; intake and case logging only
- Follow privacy, data handling, and device security requirements
- Use approved templates and playbooks for all customer communications
- Adhere to rostered coverage and handover protocols

 

Independent Contractor Perks: 

• HMO coverage for eligible locations

• Permanent work from home

• Immediate hiring

• Steady freelance job

 

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

 

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