Customer Service Advisor

About Arborpath IT

Clients rely on us for laptop setup, Intune enrolment, backup monitoring and after-hours help when something breaks. Lunch is usually whatever is closest to the client site.

We are backfilling a position after an internal move. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 20 countries. Headquarters is in Melbourne. This is a long-term contractor role, paid monthly in USD. You will need some overlap with Australian Eastern time in the mornings.

Responsibilities

• Look up orders, accounts and shipping status in the CRM and order system
• Transfer calls to the right department with a warm handoff
• Process returns, exchanges, refunds and address changes
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud

About you

• 2-4 years of customer service, retail, hospitality or call centre experience
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED

Also helpful

• Zendesk, Five9 or Genesys experience

Pay and benefits

• Paid in USD
• Annual rate review
• Monthly payments via wire transfer or Wise
• Company laptop

We look at every application, usually within a week.

This posting may close early if we receive enough applications.

Duration: 9 months. Start: Immediately.

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