Customer Service Representative

Customer Service Representative for a global online retailer of Canvas and related products. You will be reporting to the Customer Service Team Lead and your primary role will be to provide Customer Support Services to our Clients.

Our mission is simple: To deliver extraordinary customer experiences. Customer service is very important to us and we only hire the best to represent our company.

Roles & Responsibilities:
General agent responsibilities:

- Answer product and service queries as and when required on Live Chat
- Answer product and service queries as and when required via VOIP.
- Respond in a timely manner to all tickets in our Zendesk Ticketing system
- Be fully conversant in our product range, processes and procedures
- Resolve product and service problems by clarifying customers complaints, determining the cause of the problem, selecting and explaining the best solution, as well as following up to ensure a happy customer
- Act as Level 1 support and if required, escalate issues to Level 2 support when required.
- Operate within the Refund policy and if unable to satisfy a customer, escalate to Level 2 as required
- Ensure tickets are opened for all issues and queries that cannot be resolved immediately on chat and ensure a full audit trail is recorded in tickets.
- Work as part of a team, and provide support to other agents when necessary
- Liaise with supplies when replacement products are required

General Design responsibilities

- Ability to carry out basic editing in Photoshop including view images at print size, removing white space, spots, noise, etc.
- Ability to create mirror wrap or colored wrap
- Ability to create rulers and work with sizing templates in Photoshop

- The schedule will be shifting (possibility to work on weekends) and Schedule is based on AU work hours primarily.


Requirements & Qualifications:
- All applicants must address the key selection criteria set out below:
- At least 5 - 8 years Customer Service Experience.
- Experience in a FMCG/E-Commerce business will be highly regarded
- Proven experience dealing with challenging customers who at times may possess unreasonable expectations
- Advanced English skills - both verbal and written
- Articulate and professional with the ability to keep customers calm, especially during busy periods
- Strong problem-solving skills
- Patient and empathetic with the ability to put themselves in their customers shoes
- Well developed interpersonal skills
- Excellent written communication skills
- Strong sense of initiative and a “can do” attitude


- Experience using Help Desk Software - Zendesk experience will be highly regarded
- Experience using Live Chat Software
- Ability to set up own home office, as well as company email account with reliable internet connection.
- Experience using Skype
- Well developed computer literacy skills
- The position is full time and exclusive. No job sharing/delegation or holding another job is allowed once hired into the company.