[Hiring] Customer Engagement Assistant @Hunt St

Role Description

The Customer Engagement Assistant plays a key role in maintaining excellent customer experiences across multiple communication channels. This role involves managing inquiries, follow-ups, and customer engagement across email, phone, and online platforms, ensuring timely and accurate responses while supporting the operational needs of the business.

Key Responsibilities

• Inbox & Customer Communication Management
  • Monitor and manage three primary email inboxes: Catering, Info, and Soul Mates (loyalty) enquiries.
  • Respond promptly to customer enquiries in each inbox, providing accurate and helpful information.
  • Ensure all customer communications are logged and tracked appropriately.
• Phone Support
  • Answer incoming calls related to catering follow-ups, delivery orders, general enquiries, and loyalty program queries.
  • Maintain a professional and friendly tone during all customer interactions.
  • Handle basic dispute resolution, ensuring customer concerns are addressed calmly and effectively.
• Online Engagement & Reviews
  • Assist with monitoring and responding to Google reviews, ensuring timely and appropriate replies.
  • Handle enquiries from third-party delivery platforms such as Doordash and Uber Eats.
• Operational Support
  • Update store information, including catering requirements, delivery radius, contact information, and hours of operation.
  • Collaborate with team members to ensure consistent and up-to-date information is available to customers.
• Customer Loyalty Management
  • Manage the Soul Mates loyalty inbox, responding to customer enquiries regarding the loyalty program.
  • Assist in maintaining customer satisfaction and engagement through proactive communication and support.
• Additional Support
  • Willing to provide occasional weekend support when required (e.g., when the weekend assistant is on leave), with notice provided.

Qualifications

• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple inboxes and tasks simultaneously.
• Customer-focused with a friendly, professional, and proactive approach.
• Experience with Google Workspace, email management, and basic CRM tools is preferred.
• Comfortable managing online reviews and third-party delivery platform enquiries.
• Previous experience in customer service, hospitality, or retail is preferred.
• Experience handling multiple communication channels simultaneously.
• Ability to work independently and as part of a team.

Requirements

• This is a remote role that will be set up as an independent contractor engagement.
• Be available for meetings and collaboration during core [AEST or PHT] business hours.
• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).

Benefits

• Compensation range: $1,200 AUD - $1,500 AUD / Monthly.
• Flexibility in managing your time as a contractor.
• 100% remote work opportunity.