Senior Customer Service Representative

This is a remote position.

My Virtual Mate is a registered Australian company that helps businesses with business process outsourcing. Our mission is to make a positive change in our partners’ business, which ultimately helps them gain more profits, and grow their business with truly talented staff.

Our client has earned the reputation as one of the best flooring specialists in Melbourne, offering quality flooring solutions at an affordable price point.

Job Role

Answering customer calls and responding to messages and emails in a timely manner

Booking appointments for our installation team and scheduling appointments in our CRM system Sending booking confirmations to customers and ensuring that all details are accurate

Coordinating with sales personnel to ensure that all customer inquiries are addressed in a timely and professional manner

Managing customer complaints and concerns, and escalating issues as needed to the appropriate parties

Providing guidance and support to other customer service representatives as needed

Performing other duties as assigned

Requirements

Bachelor's degree in a relevant field

Minimum of 5 years of experience in customer service or related field\

Perfect English skills, both written and verbal

Ability to understand the Australian accent over the phone

Strong organizational and time management skills

Fast and accurate typing skills (minimum of 60 WPM)

Familiarity with CRM software and Microsoft Office

Must always available and capable to do video conferencing via Zoom, to communicate internally

Ability to work independently and as part of a team

Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Strong problem-solving and critical thinking skills



Required Skills:

Excellent Communication Skills (both oral and written)

5 years of experience in customer service or related field

Must always available and capable to do video conferencing via Zoom, to communicate internally



Optional Skills:

Familiarity with CRM software (Bitrix24 or any related) and Microsoft Office



Current Setup: They have 7 full time local employees and 6 overseas employees in Iran

Current Challenges: To improve customer service so the local staff can focus more on sales rather than being after sales support

Tools/CRM: Bitrix24

Work From Home Requirements

At least 10mbps internet connection
Back up internet connection, postpaid or prepaid
Laptop or Desktop with updated operating systems (at least core i5 or higher)
Backup laptop or desktop (at least core i5 or higher)
Headset with mic
Willingness to use Time Doctor for monitoring
No background noise during work hours
Must not be currently employed full time