Remote Customer Service Specialist

Our client is Australia’s largest provider of aesthetic and medical-grade technology. They deliver cutting-edge treatment technology, skincare, accessories, and business support to over 4,500 stockists across Australia, New Zealand, and beyond.

They are now looking to hire a Customer Service Specialist to provide 5-star support to customers.

Job Responsibilities:

• Handle client inquiries via phone, email, and social media with professionalism.

• Maintain accurate client interaction records using CRM systems like HighRise.

• Support the sales team by managing leads and completing sales-related tasks.

• Provide clear communication and follow-up to ensure client satisfaction.

• Attend weekly team meetings and training sessions to enhance service quality.

• Acknowledge client enquiries via email promptly if they can’t be actioned immediately.

• Provide basic information on services, equipment, and policies, and refer enquiries to the relevant department.

• Escalate urgent client support tasks via WhatsApp, ensuring responses within 10 minutes.

• Resolve client conflicts, ensuring effective solutions and continuous follow-up.

• Monitor enquiry trends and collaborate with departments to develop solutions.

• Process and manage leads, including assigning new deals in the CRM.

• Manage invoices, consumable orders, and client information updates.

• Assist in maintaining a high standard of client support and satisfaction.

• Ensure client information is up-to-date and manage email subscriptions.

• Have a thorough understanding of departmental practices to effectively filter and forward enquiries.

• Experience in customer support or sales aftercare (essential).

• Experience using CRM systems (preferably HighRise).

• Knowledge of customer service principles, with strong communication and organisational skills.

• Previous experience in the beauty therapy industry (preferred).

• Proficiency in Microsoft Office and various communication tools (WhatsApp, Monday, Easy Insights).

• Ability to build rapport with clients, and work independently, and within a team.

• Must be self-motivated, task-focused, and able to meet deadlines.

• Willingness to work weekends (every Sunday, 3 hours).

• A commitment to delivering exceptional customer service, aligned with the company’s mission to “Make People Feel Wonderful.”

• Permanent work-from-home set-up

• Dayshift (Australian business hours)

• Full-time job

• HMO

• Paid leave

• Christmas Bonus