Customer Experience Specialist

Summary

Join our client, an Australian logistics-tech company, as a Customer Experience Specialist and contribute to their innovative delivery solutions. Handle customer inquiries via Zendesk (chat, email, phone), providing professional and friendly support. Proactively reach out to potential partners, escalate issues, and suggest workflow improvements. Collaborate with the team to enhance customer experience and, in senior roles, assist with operational tasks and data analysis. This is a full-time, permanent work-from-home position with a dayshift schedule (Australian business hours).

Requirements

• 2+ years in customer support, call centres, or account servicing
• Strong written and verbal English (neutral accent preferred)
• Comfortable making outbound calls and speaking to clients
• Experience in Zendesk or similar CRM/ticketing tools
• Analytical, organised, and self-driven personality

Responsibilities

• Handle customer, retailer, and courier enquiries via Zendesk (chat, email, and phone)
• Deliver professional, friendly, and helpful support at all times
• Proactively call potential store and SMB partners to introduce the client's services
• Escalate recurring issues and suggest improvements to internal workflows
• Collaborate with team members to continuously improve the customer experience
• Assist with high-level operational tasks and data analysis

Preferred Qualifications

Background in eCommerce, logistics, or startup/BPO companies

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full Time
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)