Customer Service Advisor

Company overview

Our product started as a side project in 2017 and now has a few hundred paying customers, mostly in New South Wales. We are a small, self-funded team building a booking app for independent salons and tattoo studios. We started in 2017 and have grown to about 16 people. We keep recurring meetings to Tuesdays and Thursdays where we can.

About the role

We have an immediate opening for a Customer Service Advisor in Sydney. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote, with occasional travel to Sydney (a few times a year).

Key responsibilities

• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Escalate complaints that need a supervisor or another department

What you'll need

• 3-5 years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation and benefits

Pay: $71,000-$85,000 per annum

• Superannuation on top of salary
• 17.5% leave loading
• Employee share plan
• Paid overtime

Start: Within 30 days.

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