Customer Service (Weekend Support)

As a Customer Service (Weekend Support) at this Australian company, you'll play a vital role in ensuring resellers and trade partners receive the assistance they need. Your responsibilities will include answering inbound phone calls and emails, providing friendly and professional support, helping customers track their orders, process returns, and manage account inquiries. You will also need to log support tickets in internal systems and escalate complex issues to the weekday team with thorough handover notes.

To be considered for the Customer Service (Weekend Support) role, candidates must have customer support or call centre experience. Familiarity with eCommerce or homewares will be advantageous. Exceptional English proficiency, both spoken and written, is crucial, as the role involves direct communication with B2B customers. Basic proficiency in tools like Gmail and Excel is also required.

The work schedule for the Customer Service (Weekend Support) position is part-time, specifically on Saturdays, Sundays, and Mondays from 9:00 AM to 6:00 PM AU time. This schedule allows you to provide crucial support during weekends while enjoying a work-from-home setup that offers flexibility.

Yes, there is an opportunity for career growth within the Customer Service (Weekend Support) role. By performing well and demonstrating your skills, you might have the chance to explore various paths within the company, including transitioning to the weekday team or taking on more extensive responsibilities as the company continues to expand.

Employees in the Customer Service (Weekend Support) role can enjoy several benefits, including a permanent work-from-home arrangement, health maintenance organization (HMO) coverage, annual leave, and a Christmas bonus equivalent to one month's wage (pro-rata). These benefits reflect the company's commitment to supporting their team!

When handling difficult customers, it's essential to remain calm and empathetic. Listen carefully to their concerns, acknowledge their feelings, and reassure them that you will do everything possible to resolve the issue. Using specific examples from past experiences can illustrate your problem-solving skills and patience.

Discussing your experience with customer support software such as CRM systems is vital. Highlight any specific platforms you’ve used and provide examples of how you utilized these tools to enhance customer interactions, log support tickets, and track resolutions. Emphasize your ability to adapt to new technologies quickly.

When faced with multiple customer inquiries, prioritization is key. I would assess the urgency of the requests and assist customers in the order they need immediate attention. Additionally, I would communicate clearly with each customer about estimated wait times and ensure they feel acknowledged during the process.

To ensure clear communication, I always speak confidently and use professional language, avoiding jargon whenever possible. I also focus on active listening and confirm understanding by paraphrasing customer requests to ensure clarity before responding.

Provide a specific example where you exceeded a customer's expectations. Detail the situation, what actions you took, and how it positively impacted the customer. Highlighting your dedication to customer satisfaction is vital.

The most rewarding aspect of working in customer service for me is the ability to make a real difference in a customer’s day. When I assist them with an issue or provide information that helps them succeed, it brings me immense satisfaction and motivates me to continue providing excellent service.

Working independently in a remote setting requires time management and self-discipline. I would create a structured schedule, set clear daily goals, and eliminate distractions to ensure productivity. Regularly checking in with my team can also help maintain engagement and accountability.

My motivation to deliver high-quality customer service stems from my desire to help people and build positive relationships. I believe that providing excellent service not only benefits customers but also enhances the reputation of the company, making it a win-win for everyone.

To handle stress during busy periods, I prioritize self-care by taking short breaks when needed, staying organized, and focusing on one task at a time. Practicing deep breathing or mindfulness allows me to maintain a calm and collected demeanor, which positively impacts my performance.

Express your interest in the role by mentioning the company's reputation for premium products and commitment to customer satisfaction. Align your skills and values with the company's goals, and convey your excitement about contributing to a supportive team environment.