[Hiring] Customer Service Officer @Virtual Staff 365

Role Description

They are now seeking to hire a Customer Service Officer to act as the primary frontline contact for customer enquiries and service coordination. In this role, you will deliver responsive, high-quality assistance across multiple channels, manage workshop bookings, and ensure seamless communication across operations, workshop, and sales teams.

Job Responsibilities

• Customer Communication & Enquiries
  • Answer and manage inbound phone calls, assisting customers with product enquiries, orders, and general support.
  • Monitor and respond to incoming emails received through the shared inbox within agreed timeframes.
  • Assess and triage customer enquiries, directing complex requests to the appropriate team members.
  • Resolve customer questions and issues independently wherever possible.
  • Maintain clear, positive, and professional communication across phone, email, live chat, and video channels.
• Workshop Coordination & Scheduling
  • Coordinate workshop bookings in consultation with the Office Manager to maintain accurate scheduling.
  • Manage service appointments to prevent scheduling conflicts, booking errors, or missed dates.
  • Confirm booking details and communicate schedule updates directly with customers.
• Order Administration & Tracking
  • Contact customers regarding stock availability, delivery updates, backorders, and product-related matters.
  • Accurately record customer interactions, notes, and booking details within internal business systems.
  • Track customer enquiries through to completion to maintain high satisfaction standards.
  • Utilise modern software platforms and AI productivity tools to draft and refine professional customer communications.

Qualifications

• Proven experience in customer service, contact centre, administration, or customer-facing roles.
• High proficiency in spoken and written English with a clear and confident telephone manner.
• Natural ability to build rapport and communicate effectively with Australian customers.
• Strong organisational skills with the ability to manage multiple tasks and prioritise efficiently.
• High attention to detail when managing customer records, bookings, and correspondence.
• Competent computer skills with the ability to learn new cloud-based software platforms quickly.
• Sound problem-solving abilities and a calm, solution-oriented mindset in a busy environment.

Requirements

• Nice-to-Have Skills
• Prior experience in the caravan, RV, automotive, or retail sectors.
• Hands-on experience with Shopify or similar e-commerce platforms.
• Familiarity with freight booking and courier dispatch platforms.
• Experience managing shared email inboxes, CRM platforms, or workshop scheduling tools.
• Practical experience using AI tools such as ChatGPT, Claude, or Microsoft Copilot to assist with written communication.

Benefits

• Permanent work-from-home set-up.
• Dayshift (Australian Eastern Standard Time business hours).
• Full-time job.
• HMO (STAFF only).
• Annual leave.
• 13-month pay.
• With Government mandated benefits.