Senior Customer Support Representative (Remote – AU Timezone)

Join one of Australia’s largest and most trusted commercial kitchen equipment resellers, serving thousands of businesses both online and in-store. The company operates across multiple sales channels, including a fast-growing eCommerce platform and physical showroom locations, offering top-tier equipment and support to hospitality professionals across the country.

???? Position Overview:

We are looking for a highly experienced and proactive Senior Customer Support Representative to manage day-to-day customer interactions for our client. This is a fully remote position requiring excellent English communication skills and strong customer service experience, especially in eCommerce or retail.

You’ll be the first point of contact for both online and offline customers — assisting with phone service calls, order tracking, live chat support, and follow-ups. You’ll also coordinate closely with internal teams to escalate technical, shipping, or product-related issues.

????? Key Responsibilities:

Answer and manage inbound service calls from customers (businesses & individuals).

Assist with order tracking and follow-ups (delivery status, delays, replacements).

Provide real-time live chat and email support during business hours.

Conduct post-sale follow-ups for feedback or service concerns.

Document customer interactions in CRM/helpdesk platforms.

Escalate and liaise with internal teams (sales, logistics, warehouse, technicians) as needed.

Maintain an exceptional customer experience that reflects the brand’s professionalism and reliability.

? Requirements:

Minimum 3+ years of customer service experience (eCommerce or retail preferred).

Fluent in English, with excellent verbal and written communication.

Strong phone handling skills and professional etiquette.

Quick learner – able to grasp product catalog and internal SOPs efficiently.

Experience using helpdesk/CRM tools (e.g., Zendesk, Gorgias, Freshdesk, Shopify Inbox, etc.).

Tech-savvy with the ability to troubleshoot common order/shipping inquiries.

Highly detail-oriented, organized, and self-motivated.

Stable internet connection and quiet remote working environment.

Availability to work AU timezone business hours (9am–6pm AEST/AEDT).

???? Bonus Skills (Nice to Have):

Experience supporting Shopify or WooCommerce stores.

Understanding of B2B equipment sales or large product SKUs.

Familiarity with logistics and courier tracking (e.g., StarTrack, TNT, AusPost, Direct Freight, etc.).

Ability to assist in pre-sales inquiries for lead generation or up-selling.

???? What We Offer:

Work-from-home setup with long-term potential.

Stable hours with performance-based bonuses.

Supportive team and clear escalation processes.

Opportunity to work with a market leader in Australia’s commercial kitchen supply industry.

???? How to Apply:

Please submit:

A short cover letter outlining your relevant experience and why you're a good fit.
Adding keyword"CS-ATL", fail to adding the keywords will be ignored.

Your resume.

Confirmation of your internet speed, availability in AEST/AEDT timezone, and expected monthly rate in PHP/USD.