Customer Service RepresentativeVirtual Staff 365

Description
Our client is Australia's online destination for furniture and homewares. They are looking to hire Customer Service Representatives to expand their growing team.
Job Responsibilities
Solve customer enquiries relating but not limited to order management, product returns, delivery options with suppliers, customer returns, damaged products and company returns policies
Keeping customers up to date throughout the resolution process
Processing of customer returns through:
Making a decision and assessment of the damaged goods through time stamped photo evidence arranging for the return of the goods;
Liaising with the warehouse or suppliers regarding the receipt of the damaged good
Book in deliveries through 3PL providers (third party logistics)
Track replacement orders
Processing of customer refunds and capture data on customer refunds for process improvement purposes
To provide an exemplary level of customer service to any and all clients (whether that be website customers, suppliers, or job seekers) that call through to the call centre including but not limited to email, phone calls, or live chat
To take ownership of individual customer matters and becoming the end contact person for the customer
Work in an autonomous team environment
Aim to turn around customer experiences from negative to positive
Requirements
Minimum 2 years experience in customer service, preferably in a corporate call centre environment and/or a furniture retailer environment
Excellent listening skills
Excellent written and verbal communication skills
Strong problem solving skills, the ability to investigate issues to their root cause
Ability to build rapport with customers and empathise with customer concerns in order to most efficiently organise personal workload
Strong attention to detail in understanding the breadth of challenges in dealing with furniture logistics
Strong time management skills in order to satisfy competing workload demands
Proficient in MS Excel
Prior experience working with tools like BOB/PET and Zendesk will be preferred but not required
excellent working PC/Laptop
reliable wired internet connection (speed should be at least 5Mbps for download and 3Mbps for upload)
noise-cancelling headset
quiet work environment
Benefits
Permanent work-from-home setup
Full-time
Day shift (Australian business hours)