[Hiring] Senior Customer Service Representative @Hunt St

Role Description

We’re looking for experienced and reliable Customer Service Officers / Call Centre / Booking Officers to join a remote team supporting an Australian-based client. This is a full-time independent contractor role, working directly with Australian customers and interpreters. The role involves:

• Handling calls, coordinating bookings, and following up with clients and interpreters.
• Ensuring each booking is handled accurately and efficiently.
• Clear communication and a neutral to minimal Filipino accent are essential for this role.

Key Responsibilities

• Allocate face-to-face, video, and telephone bookings to the appropriate interpreters.
• Follow up with clients regarding bookings and provide suitable alternatives when required.
• Contact interpreters from the SYL panel to offer upcoming bookings and negotiate travel fees where necessary.
• Contact interpreters from NAATI / AUSIT to fulfil booking requirements.
• Handle inbound customer enquiries via phone, email, and other communication channels in a professional and friendly manner.
• Provide accurate information, resolve common issues, and follow up on customer enquiries as needed.
• Maintain accurate and detailed records of customer and booking interactions using internal systems.
• Contact clients and interpreters by phone or email to confirm and follow up on bookings.
• Coordinate with internal teams to escalate and resolve more complex issues.
• Meet individual KPIs relating to response times, booking completion, customer service, and issue resolution.

Qualifications

• Minimum 3 years of call centre or customer service experience with Australian-based companies or customers. Australian work experience is a MUST.
• Experience in booking coordination, call centre, customer service, scheduling, or similar roles is highly preferred.
• Excellent spoken English with clear, neutral to minimal accent. Candidates must be easy to understand when speaking with Australian customers.
• Strong communication and active listening skills.
• Comfortable handling a high volume of calls and managing multiple bookings or enquiries at the same time.
• Strong attention to detail and ability to follow processes accurately.
• Reliable high-speed internet connection and a computer capable of running multiple systems and handling calls smoothly.
• Previous work-from-home experience is preferred.
• Must be based in or near Manila or Cebu, as this will help ensure reliable internet access and make future training and team meetings easier to coordinate.
• Must be available to work full-time, 8:30 AM to 6:30 PM Sydney time.
• Must be willing to provide an NBI Clearance.
• Must be willing to undergo a third-party background check as required by the client.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).