Customer Service Representative

Summary

Join a thriving Australian company specializing in custom-made sports uniforms and school leavers garments as a Customer Service Representative. This full-time, work-from-home contract position requires a minimum of 3 years of relevant experience in a customer service or call center environment. You will respond to customer inquiries via email and phone, provide order status updates, gather post-delivery feedback, and escalate complex issues. Strong communication and multitasking skills are essential, along with the ability to work independently and as part of a team. The company values collaboration, strong culture, and teamwork. This role offers a Monday-Friday schedule from 9 am to 6 pm.

Requirements

• Minimum 3 years of relevant experience (not entry-level)
• Previous experience in a customer service or call centre environment is highly regarded
• Strong communication skills, both verbal and written, with a friendly and clear phone manner
• Confident making outbound calls and conducting follow-up calls with a customer-first approach
• Ability to multi-task, manage time effectively, and remain calm under pressure
• A team player who can also work independently and remotely

Responsibilities

• Respond promptly to inbound customer enquiries across email and phone, primarily focusing on frequently asked questions
• Provide accurate information and support on order status, product details, online shop navigation, and general customer enquiries
• Make outbound calls to customers post-delivery to gather feedback on their experience and identify areas for improvement
• Maintain a positive, empathetic, and professional attitude when interacting with customers
• Log and track all customer interactions using our internal systems to ensure clear and up-to-date records
• Escalate complex or unresolved issues to the relevant team members in Australia or other departments where required
• Collaborate with internal teams to ensure customer requests and concerns are addressed in a timely and effective manner
• Stay informed on company products, services, and internal processes to deliver consistent and helpful support

Preferred Qualifications

• Familiarity with CRM systems or customer service software is advantageous
• Experience in an Australian-based or international support environment
• Understanding of online retail, eCommerce, or the custom apparel industry

Benefits

Work From Home