Job Overview:

Our client is seeking friendly, resourceful Customer Service Representatives to provide fast, helpful support by phone, email, and chat. You’ll assist customers with queries, cancellations, and rescheduling, while helping maintain high service standards.

Schedule:

Must be available for any of the following schedules (Sydney Time):

• 2 Phone support CSR - Monday - Saturday 7:30 am to 2 PM, (6.5 hrs per day, 6 days a week, 39 hrs per week)
• 2 Phone support CSR - Monday - Saturday, 2:00 PM - 8:30 PM, (6.5 hrs per day, 6 days a week, 39 hrs per week)

Responsibilities:

• Voice Support: Manage a high volume of inbound and outbound calls with a professional and friendly demeanor.
• Issue Resolution: Resolve customer queries regarding service bookings, cancellations, and rescheduling accurately.
• Multi-Channel Assistance: Provide secondary support via email and chat as needed, ensuring a seamless customer experience.
• Case Management: Efficiently document all customer interactions and update records within Zendesk and Zenoti.
• De-escalation: Handle challenging customer situations with patience and effective problem-solving to ensure a positive outcome.
• Service Standards: Maintain high-quality performance metrics (CSAT/AHT) while adhering to company communication guidelines.
• Continuous Learning: Quickly adapt to new software updates and stay informed on company service offerings.

Requirements:

Professional Experience

• 1–2 years of experience in a voice-based customer service or call center role.
• Proven ability to handle both inbound and outbound calls efficiently.
• Experience with email and chat support is a plus, though phone support is the priority.

Skills & Communication

• Fluent English: Exceptional verbal and written communication skills with a professional phone presence.
• Conflict Resolution: Strong active listening, de-escalation, and problem-solving abilities.
• Attention to Detail: Ability to accurately document interactions and manage customer data in a fast-paced environment.

Technical Proficiency

• Required: Proficiency with Zendesk.
• Preferred: Familiarity with Freshdesk, HubSpot Service, or similar CRM platforms.
• Bonus: Experience with Zenoti (or a strong willingness to learn it).

Remote Work Setup

• High-speed, reliable internet connection.
• Noise-cancelling headset and a quiet, distraction-free workspace.

Mindset

• A positive, patient attitude with a genuine passion for helping customers.
• Highly reliable and committed to maintaining professional standards.

Ideal Candidate:

We are looking for someone with strong phone support experience who can confidently communicate with customers and provide excellent customer service. While experience in email and chat support is a plus, this role is primarily focused on voice support, so exceptional communication skills and confidence in handling calls are essential.

Independent Contractor Perks:

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

Note:

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. We will set your hourly pay rate based on your performance in the application process. Submissions that meet all requirements will receive priority review.