Customer Service Adviser

About us:

Customers who call us usually reach someone who wrote the code they are asking about. Two developers, a designer and a support lead make up most of the company, so everyone touches the product. Code review is required on every pull request, and nobody merges their own changes.

Hollowell Labs is hiring a Customer Service Adviser for our Sydney location. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This position is on site in Sydney.

Key responsibilities:

• Escalate complaints that need a supervisor or another department
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines

Required qualifications:

• 2-4 years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Must pass a background check

Bonus points:

• Experience handling escalations
• Zendesk, Five9 or Genesys experience

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Benefits:

Compensation: $36.00 - $42.50 per hour

• Superannuation on top of salary
• Paid parental leave
• Above-award pay rates
• Flexible hours
• Paid overtime

You must have full working rights in Australia.

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hollowell Labs.