Customer Support Specialist

2 weeks ago
Full-time
Junior
Customer and Technical Support
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016

Description

  • Provide customer and retailer support by phone, email, live chat, and messaging.
  • Resolve product, order, delivery, warranty, and troubleshooting enquiries accurately and empathetically.
  • Handle complex or sensitive customer situations with patience and discretion.
  • Track orders and backorders, and provide accurate stock availability updates and delivery estimates.
  • Document customer interactions in the helpdesk platform and actively manage cases through resolution.
  • Coordinate with operations, warehouse teams, and freight providers to resolve shipping issues.
  • Support independent retail stockists with dedicated issue resolution.
  • Maintain knowledge bases, FAQs, response templates, and procedure documentation.
  • Identify recurring issues and recommend workflow improvements.
  • Use approved AI tools to draft non-sensitive communications and documentation.

Requirements

  • At least 2 years of experience in customer service, e-commerce support, or order management.
  • Outstanding written and verbal English communication skills.
  • Experience managing inbound and outbound customer support calls.
  • Strong organisational skills and the ability to manage competing priorities independently.
  • Sound commercial judgment when handling warranties, returns, and sensitive information.
  • Experience supporting Australian customers by phone (preferred).
  • Background in retail, consumer goods, nursery products, or logistics support (preferred).
  • Experience with helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7 (preferred).
  • Practical experience using AI tools for communications and administrative tasks (preferred).

Benefits

  • Permanent work-from-home setup.
  • Full-time dayshift schedule aligned with Australian Eastern Standard Time business hours.
  • HMO coverage for staff.
  • Annual leave.
  • 13th-month pay.
  • Government-mandated benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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