Job Overview

Our client is looking for a highly motivated and customer-focused Inbound Customer Service Representative to join their team. This role involves handling inbound customer calls, processing orders, resolving inquiries, and managing escalations in a professional and timely manner. You will be the first point of contact for our customers, ensuring every interaction leaves a positive impression and strengthens our reputation for outstanding service.

Schedule

• Monday - Friday, 9:00 AM - 6:00 PM AEST (40 work hours per week)

Responsibilities

• Handle inbound calls from customers, addressing inquiries, complaints, and service requests with professionalism and empathy.
• Process customer orders accurately and efficiently.
• Escalate complex issues to the appropriate department or supervisor for resolution.
• Maintain accurate records of customer interactions, orders, and issues in the company’s CRM system.
• Ensure timely follow-up on customer inquiries and complaints to achieve prompt resolution.
• Provide product or service information to customers and guide them through processes when necessary.
• Collaborate with other departments to address customer needs or operational concerns.
• Meet or exceed performance targets, including call handling time, resolution rate, and customer satisfaction scores.

Requirements

• Proven experience in inbound customer service, call center operations, or related roles.
• Professional verbal communication and active listening skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using CRM systems and order-processing tools.
• Close attention to detail and accuracy in data entry.
• Ability to work in a fast-paced environment while maintaining professionalism.
• Strong organizational and time-management skills.

Preferred Attributes

• Experience in the utilities, energy, or gas distribution industry (advantageous but not essential).
• Familiarity with call escalation procedures and service recovery strategies.

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.