Job Overview

The purpose of the Customer Experience Officer position is to ensure an exceptional customer experience for the client’s customers, ensuring they receive a high degree of customer service and are responded to in a timely and professional manner in accordance with the client’s ways of working. Our client aims to unlock the full potential of a customer’s purchase by fulfilling the delivery promise.

Schedule

Mon - Sun, Shifting Schedule including weekends, 7 hours per day (35 work hours per week) AEST

Responsibilities

• Enquiry Management: Serve as the first point of contact for clients and customers via phone and Zendesk, resolving enquiries within service timeframes and proactively communicating delivery delays.
• Issue Escalation: Promptly refer unresolved queries, complex delivery obstacles, and operational issues to the CX Team Lead.
• Delivery & Order Processing: Quality-check job details, process order amendments upon request, and contact customers to resolve incomplete deliveries following operational procedures.
• Reporting & Administration: Execute routine CX administrative tasks, customer DSR activities, client support, reporting, and cross-functional project work as required.
• Decision-Making: Handle initial issue resolutions independently while determining when matters require higher-level management intervention.
• Safety & Compliance: Maintain a safe working environment by adhering to safety policies and actively identifying and reporting hazards and incidents.

Requirements

• Demonstrated 2–3 years of experience in a customer service role handling phone calls, chats, and email management
• Demonstrated ability to build positive relationships that support strong customer engagement
• Experience resolving issues in a professional and positive manner
• Technologically savvy with the ability to utilise Microsoft Word, Excel, PowerPoint, freight management systems, and other customer-related technologies
• Able to work on rotating rest days including weekends and public holidays if required

Independent Contractor Perks

• 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.