[Hiring] Customer Service Representative @Outforce

Role Description

The Customer Service Representative within the Business Support Team provides high-quality support to Business Customers across technical support and billing queries, via Phone, Email and Chat channels. Reporting into the relevant Team Leader, this role is the first point of contact for customers experiencing product or service issues, ensuring queries are resolved efficiently and with professionalism. The Customer Service Representative plays a key role in maintaining strong customer relationships by delivering consistent solutions and contributing to continuous improvement of the customer experience.

Qualifications

• Meet performance metrics and KPI’s across all support channels
• Manage issues to resolution, providing ownership and appropriate communication across all customer contact types
• Identify recurring issues and contribute to process improvements, knowledgebase updates and technical documentation
• Effectively navigate multiple systems to identify relevant information to manage customer requests
• Ensure all customer interactions follow compliance guidelines, internal processes, SLAs and service standards including maintaining accurate records of all interactions
• Communicate effectively and adapt to different customers to provide effective support
• Proactively identify opportunities to assist customers based on behaviour or common issue trends
• Recognize customer complaints and follow relevant complaint handling, compliance and escalation procedures

Requirements

• Customer Support: Handle customer concerns through phone, email, and chat while providing clear and professional communication.
• Problem Solving: Take ownership of issues, troubleshoot problems, and resolve customer concerns efficiently.
• Technical Support: Diagnose and resolve issues involving VoIP/SIP, Hosted PBX, softphones, IP phones, fax, NBN, and business mobile services.
• Billing Support: Handle invoices, payments, refunds, billing corrections, and explain charges and policies.
• Systems & Tools: Navigate multiple systems, diagnostic tools, logs, monitoring tools, knowledge bases, and customer records.
• Documentation: Accurately record customer interactions, issues, troubleshooting steps, and resolutions.
• Compliance & KPIs: Follow company procedures, SLAs, compliance requirements, service standards, and meet performance targets.
• Continuous Improvement: Identify recurring issues and contribute to improving processes, documentation, and knowledge bases.
• Complaint Handling: Recognize complaints and follow appropriate escalation and resolution procedures.
• Customer Focus: Adapt communication to different customers and proactively identify ways to assist them.

Benefits

• Competitive compensation package aligned with your skills and experience
• Comprehensive HMO coverage, including up to 3 free dependents
• Employee referral program with rewarding incentives
• 30 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives to elevate your professional experience.