Responsibilities:
– Process / handle bookings and enquiries in a timely and professional manner – within target handling times
– Answer phone calls, respond to email, live chats and social media
– Provide clients / customers the information to address enquiries
– Deal and help resolve clients’ complaints
– Update the company’s knowledge base and Help Center if needed
– Outbound calls and emails (as required)
– Work on other duties as assigned
Qualifications
– College Level
– Must have an exceptional communication skills
– Friendly and approachable – can build rapport to clients quickly
– Positive and can-do attitude, takes initiative to resolve issue and goes beyond to meet customer experience
– Ability to handle difficult clients, good at problem solving
– Have excellent attention to detail and is well-organised
– Driven and strives to achieve excellent customer service
– Proactively seeks to find better ways to do things – introduces or recommends operational efficiencies
– Familiar with Google Apps
– Efficient – good at prioritisation
– Experience in Sales is preferred but not required
Prior experience in a Customer Support Role, preferably with an Aussie Company and familiar with Australian culture and customers.