Job Overview

Our client is seeking a Customer Support & CRM Specialist who will act as the primary point of contact for customer inquiries, delivering exceptional support across multiple channels. This role focuses on providing seamless customer experiences, resolving inquiries efficiently, and maintaining accurate case management through CRM platforms such as Zendesk. The ideal candidate is customer-focused, solution-driven, and highly organized, with the ability to balance customer satisfaction with operational processes while collaborating with internal teams to resolve issues effectively.

Schedule

Monday - Friday, 9:00 AM - 6:00 PM North Ryde, NSW time, with 1 hour unpaid break (40 work hours per week)

• Training Schedule: Includes two paid 15-minute breaks.
• Work Schedule: Requires rotating shifts every 2 weeks. Candidates must be comfortable working rotating schedules, including extended hours up to 12:00 AM on Thursdays.

Responsibilities

• Customer Interaction & Case Management: Serve as the primary contact for customer enquiries related to warranties, service appointments, delivery concerns, order tracking, and post-delivery support; use active listening and effective questioning to understand root causes; provide timely, accurate, and empathetic responses across channels; manage escalations and follow-ups to ensure resolution.
• Multichannel Customer Support: Manage inbound and outbound interactions across phone, live chat, email, and CRM ticketing systems; prioritize tickets based on urgency and impact; maintain professionalism, empathy, and clarity across all touchpoints.
• CRM & Case Documentation: Manage all cases using Zendesk or similar CRM tools, ensuring accurate documentation and case tracking; record detailed case notes; coordinate with internal teams for resolution; recommend knowledge base updates.
• Administrative & Reporting Support: Perform accurate data entry; prepare reports and presentation templates using Google Slides and Excel; assist with meeting scheduling, refund processing, gift card preparation, and electronic voucher handling.
• Sales Support & Customer Retention: Provide product knowledge to assist customers with purchasing decisions; offer alternative solutions where preferred options are unavailable; deliver personalized service that promotes long-term loyalty.
• Cross-Functional Collaboration: Work closely with internal teams (logistics, technicians, product, leadership) to resolve cases; identify process gaps and suggest customer experience improvements.
• Compliance & Quality Assurance: Ensure all interactions comply with consumer laws, ACMA standards, data privacy regulations, and internal policies; follow company safety procedures using systems such as Donesafe.

Requirements

• Minimum 1–2 years of experience in customer service, ideally within retail, BPO, or consumer goods environments.
• Experience handling chat, email, and phone support.
• Proficiency with Microsoft Office Suite, especially Excel, and managing data across multiple systems.
• Technical setup requirements: Dual monitor setup, reliable high-speed internet connection, and backup power source (UPS/generator) to ensure uninterrupted productivity.
• Excellent written and verbal communication skills with strong problem-solving and critical-thinking abilities.
• High level of attention to detail, time management, and organizational skills in an omnichannel environment.
• Strong behavioral competencies including customer focus, empathy, proactiveness, conflict resolution, and cross-functional collaboration.

Nice To Have

• Experience using Zendesk or similar CRM systems.

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. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

Important Disclaimer

BruntWork never charges fees for applying or any part of the hiring process—it is 100% free. If you are ever asked for payment, please stop and report it immediately to our official email us through the ‘Contact Us’ form on our official BruntWork website.