Customer Service Agent

Global E-Commerce company seeking an experienced customer service agent Your new company
Working for a global e-commerce company who partners with brands across the world. Located in the heart of the Melbourne CBD, they are expanding their customer service team in Melbourne and are looking for a customer representative to respond to email enquiries from merchants and consumers. This is a permanent position for an ASAP start.
Your new role
You will be responsible for delivering efficient front line service to merchants and customers based in Australia and potentially Hong Kong. This is a global company, so your colleagues will be located all across the world, including Israel, the USA and Europe. This means you will need to be an independent worker who can take ownership of your work. Responding to a wide variety of email enquiries in a timely manner, following standard KPIs set by your team leader, maintaining a high standard when liaising with customers and utilising your initiative by forwarding any urgent issues to your team leader.This is a full-time permanent position, working Monday - Friday, with hybrid work allowing you to work from home 2 days a week.

• Front line service to merchants and end customers.
• KPI's and daily tasks are completed to a high standard.
• Maintaining set SLA's and identifying/escalating any issues with the team leader.
• Continually implement best practice service processes and procedures.
• Work closely with the team leader to identify and develop improvements to procedures.
• Assist with evaluating and improving the service provided.
• Identify and assist with investigating root causes of reoccurring issues and assist with delivering solutions.
• Evaluating and striving to improve the service team and support systems.

What you'll need to succeed

• Excellent English written and spoken communication skills.
• Can-do attitude, able to handle large volume workload with speed, accuracy and efficiency.
• Strong problem-solving and analytical skills.
• Teamwork oriented.
• Flexibility around working hours to accommodate for your international colleagues
• Additional languages are advantageous.
• Must be an Australian Citizen or Permanent Resident

What you'll get in return

• Close-knit team with team-building activities
• Full-time permanent position
• Working in a beautiful office in the Melbourne CBD
• $62,000 - $64,000 + Super Salary range based on experience

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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